Customer Service Advisor

1 month ago

Portsmouth, United Kingdom CV-Library Full time

This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services"

A Driver Support Advisor (DSA) is usually the first point of contact for the customer. A DSA will have varied duties and responsibilities such as managing complaints effectively, handling reports and most importantly assisting our customers with their queries and questions. This will be handled by inbound phone calls, emails, and in the future web chat with the aim to achieving customer excellence.

We are looking for a great advisor who is genuinely excited to help our customers. You will be patient, empathetic, and passionately communicative. You will love talking to our customers and will understand the value of amazing communication skills. DSA's must put themselves in our customers shoes and advocate for them when necessary. You must be naturally curious and confident troubleshooting and investigating to answer customer questions or resolve complaints. You will be working as part of a team and will need to build good relationships with other departments and customers. You will have experience using Microsoft Excel and Outlook.

Your Team Manager will also support you day-to-day alongside targeted coaching to help you be the best advisor you can be.

KEY RESPONSIBILITIES

Working with multiple customers across the entire driver journey
Handling queries into the helpdesk via phone, email, or web chat in the future
Aim to resolve queries first time
Build sustainable and trusted relationships through open and interactive communication
Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
Become an advocate of our products and services
Review customer reporting, identifying and correcting errors or exceptions
Update and maintain customer information within our CRM system
Complete basic administration tasks, such as logging and posting fuel cards
Identification and implementation of business and process improvements
Go the extra mile to engage customers and fleet contactsRequirements

ESSENTIAL SKILLS

An extremely high level of professional communication and relationship building skills
Excellent commitment and engagement with the business
Ability to multi-task, prioritize, and organise your workload
Enthusiasm for doing what is right for the customer
Advanced customer complain resolution skills
Track record of over-achieving call quality and customer satisfaction
Accurate data entryDESIRABLE SKILLS

Experience within a Contract Hire or Fleet Management business, or the motor trade
Good knowledge of Microsoft Office, particularly Excel and Outlook
Ability to learn and master in house systems quickly
Familiarity with CRM systems and practicesKEY ATTRIBUTES

Like talking to customers on the phone
Have a can-do-attitude which never flags
Don't give up easily and takes pride in getting things right first time
Enjoy achieving SLA and targets
Can resolve tricky issues and keep smiling
Learn from feedback quickly and positively
Deliver on the promises you make
Great attention to detailBenefits

Competitive starting salary
Bonus earning potential
25 days holiday + 8 days bank holiday
Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
Company Car Scheme following passing of probation 
Private Medical Cover
Life assurance scheme
Discounts on different retailers
Wellbeing hour each month
Discounts on Toyota & Lexus cars
Volunteer Days
Wellbeing events
Employee assistance programmes
Free fruit in the office
Free onsite car parking
Working Hours 37.5 per week Monday - Friday
Hybrid working policy 2 days from home each week should you want toKINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

OUR RECRUITMENT PROCESS

At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:
Providing a copy of interview questions before the interview
Organising a time and location that best suits you
Allowing additional time for the assessment and interview
We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.
On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way

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