Digital Customer Service Specialist
2 weeks ago
About Pendragon Group
Pendragon Group is a leading automotive retailer, dedicated to providing exceptional customer experiences and driving innovation in the industry. We strive to empower our associates and foster a collaborative culture where everyone can contribute to our success.
Digital Customer Service SpecialistReporting to the Digital Engagement Leader, the Digital Customer Service Specialist will be responsible for handling digital inquiries and aftersales bookings from both new and existing customers. This role offers a unique opportunity to make a direct impact on customer satisfaction through online interactions.
Your Responsibilities- Manage various online platforms to schedule service appointments, MOTs, or repairs for customers, utilizing our systems to efficiently process bookings and amendments.
- Deliver exceptional customer service through written communication, ensuring prompt and professional responses to inquiries.
- Maintain a high level of responsiveness by promptly addressing live chats and adhering to Service Level Agreements (SLAs).
- Take ownership of your performance targets and consistently strive for excellence in customer service while meeting key performance indicators (KPIs).
- Excellent communication and writing skills, ensuring clear and concise messaging.
- A genuine passion for delivering outstanding customer service and exceeding expectations.
- Enthusiasm and a proactive approach to work, demonstrating initiative and a willingness to learn.
- Confidence in navigating various systems and tools efficiently, including Microsoft Office Suite and Dealer Management Systems (DMS).
- A polite and professional demeanor when interacting with customers online.
- Understanding of data protection and GDPR legislation.
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