Customer Support Expert

2 weeks ago

Manchester, United Kingdom Ford Motor Company Full time

**The minimum requirements we seek**:

- Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction.
- Commit to ensuring customers receive the best possible outcome for their individual circumstances.
- Foster a positive customer experience that encourages customers to recommend Ford Credit.
- Embrace a positive attitude toward change, including business transformation, new technology, and systems.
- Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed.
- Maintain a focus on achieving personal and team objectives by delivering results.
- Demonstrate resilience and adaptability in a fast-paced contact centre environment.
- Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone.
- Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality.

**Additional Information**:

- The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability _

LI-SN2 #FordCredit
- Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment.
- Achieve business targets by efficiently managing call volume and resolving customer issues effectively.
- Maintain accurate and up-to-date customer account records.
- Process customer payments made by debit/credit card and investigate payment-related issues, including refunds.
- Provide settlement quotes.
- Assist customers with financial health and loss recovery enquiries.
- Support customers through the end-of-contract process.
- Address and resolve customer dissatisfaction issues.
- Provide support to customers dealing with bereavement.
- Offer technical support for Ford Pass / Account Manager Online.

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