Customer Service Representative

1 month ago

Reading, Reading, United Kingdom Porsche Cars GB Ltd Full time
About Us

Porsche Cars GB Ltd is a leading manufacturer of high-performance vehicles, with a rich history dating back to 1948. Our company is built on a passion for innovation, quality, and customer satisfaction.

Job Purpose

We are seeking a highly skilled and experienced professional to join our Business Development team as a Customer Service Representative. The successful candidate will be responsible for delivering the company-wide integrated My Porsche platform and enabler technologies, creating a seamless customer ecosystem and connected experience for our customers.

Key Responsibilities
  1. Be the Subject matter expert on Customer facing system alignment across the business - promoting and encouraging the integration of systems into the Porsche EcoSystem - either through App integration or promotion of the PorscheID integration.
  2. Act as local Product Owner for My Porsche to collaborate with internal stakeholders to identify My Porsche initiatives and opportunities in conjunction with our global HQ digital teams.
  3. Project manage the implementation of all My Porsche ecosystem initiatives, working in close collaboration with PAG Product Managers.
  4. Manage lifecycle of My Porsche features to ensure they remain relevant, optimised and add value for our customers with their individual project managers.
  5. Provide expert-level support for My Porsche to the Porsche Centre network and internal stakeholders, including the Customer Relations Hub (CRH). Escalate and resolve complex customer enquiries utilising PAG support network for rapid resolution.
  6. Produce regular network communications to launch and promote My Porsche.
  7. Manage and continuously develop the support solution for My Porsche in PCGB in alignment with local and global customer support standards.
Porsche Connect
  1. Provide the content, direction and support to the Product Operations team to effectively manage the Porsche Connect portfolio offer including but not limited to:
  • Launch planning - all Porsche models.
  • Legal/GDPR requirements.
Produce all reports, generate insight, and use a data driven approach to achieve PCGB Connect Services and Porsche Charging Services activation targets.Work closely with the E-Performance team to ensure a consistent and customer focused offer between the two products (PCS and Connect).Provide expert-level support for Connect Services to the Porsche Centre network and internal stakeholders, including the Customer Relations Hub (CRH). Escalate and resolve complex customer enquiries utilising PAG support network for rapid resolution.Represent Porsche Cars Great Britain (PCGB) in all required PAG forums and pursue the best result for the UK market.Define and execute strategies in conjunction with the Marketing Communications (MarComms) Department and Product Operations department to promote Porsche Connect Services and the customer benefits.Provide and update all dealer support material both on and offline, as well as required customer communication material.Requirements
  • Passionate about the automotive industry with a good knowledge of industry trends, regulations and technologies.
  • Proven track record in Product Management / Analysis.
  • Proven track record in managing complex, time-bound projects.
  • Advanced Excel skills and intermediate PowerPoint skills.
  • Deliver an agreed level of service to the internal and external customer, business partners and external suppliers, in line with company values.
  • Take ownership for personal development needs in anticipation of business requirements.
  • Ensure the appropriate level of management control and system exploitation is applied to all relevant systems.
  • Always adhere to company policies and procedures.
Benefits

We offer a highly competitive salary, annual bonus scheme, access to a VW Loan Car, private medical insurance, 27 days holiday per year and other attractive benefits.

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