Customer Contact Agent

6 months ago

Warrington, United Kingdom KwikFit Full time

**About us**
At Kwik-Fit we strive in providing the best service possible, keeping our drivers happy and back on the road. This is where you will come in joining our Kwik-Fit family to be part of our integral team. Joining an exciting fast paced environment where you will use your knowledge and skills to help keep our Kwik-Fit centres running smoothly and efficiently, helping us to achieve our overall business goals and objectives.

**The role**
Reporting to the Customer Contact Team Manager, the **Customer Contact Agent** is the first point of contact for Kwik Fit customers and is responsible for providing exceptional customer service.

The Customer Contact Agent role is a crucial company ambassador as ‘the voice of Kwik Fit’ striving to create a positive experience for every customer by consistently meeting expectations, helping to facilitate problem solving, alongside ensuring attention to detail.

**The following full time shift patterns are available**:

- **Wednesday to Sunday - 9am until 6pm, 40 hours over 5 days**:

- **Monday to Friday - 8.30am until 5.30pm, 40 hours over 5 days**:

- **Monday to Friday - 9am until 6pm, 40 hours over 5 days**

**Key accountabilities**
- Handle high volume incoming calls from new and existing customers
- Complete Mobile bookings with accurate information, remaining compliant to any Customer/Account specific instructions for Fleet booking requests, and following all front end vehicle validation and authorisation processes.
- Provide specific product knowledge/technical advice as required ensuring that the customer’s needs are fully met with confidence.
- Source correct product items required using business systems and processes in line with Customer requirements
- Recording where Customer demand has not been met
- Maintain high levels of customer awareness and flexibility.
- Report areas of improvement or concern to line manager.
- Work as a conscientious team member.
- Promote a professional image of Kwik Fit at all times.
- Undertake and maintain training as required.
- Reporting to the Customer Contact Manager and Contact Centre Operations Manager when required.

**Skills & experience**
- Proven track record of good customer relations,
- Call centre experience and or Fast Fit industry/fleet experience is ideal
- Capacity to effectively deal with high volume customer queries
- Exceptional communication with problem-solving skills
- Good keyboard skills.
- Flexible approach to work, demonstrating a ‘can do attitude’
- Ability to build trust and resilience to achieve goals

**Other**
- 34 days pro rata annual leave including bank holidays, increasing with service
- Exclusive discounts at major retailers, restaurants, holidays and much more
- Generous staff discounts for you and your family
- Award-winning training and development, with fantastic career prospects
- Wide range of wellbeing support for you and your family

Job Reference: KF14089

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