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Customer Service Agent

2 weeks ago

Tamworth, United Kingdom Euro Car Parts Full time

**The Role**:
The role will assist LKQ Euro Car Parts to become more than a parts supplier to our trade customers. Reporting to the Head of GMS (Garage Management Software), the agent will work as part of a team that offers exceptional customer service and high levels of product knowledge, to link in with the organisation’s strategy on digital services.

**Who We Are**:
We are a people first organisation - for our colleagues, the customer is at the heart of everything we do, and in turn we put our colleagues at the forefront of our business. As with many of our roles, we are happy to talk about flexible working options, we are committed to supporting a healthy work-life balance. We’re looking for people who love what they do, are passionate about delivering only the very best and make it their business to excel, whatever their role. We strive to support all our employees through their individual career paths and thrive within our business.

**Key Responsibilities**:

- Delivering customer training on our software
- Recording all contacts with customers to the ticketing system and ensuring that all tickets are kept up to date for reporting purposes.
- Working as part of a support function to deliver a customer first culture.
- Achieving excellence by ensuring that all calls and contacts are responded to in accordance with agreed SLA’s.
- Analysing relevant business data to understand customer usage on software.
- Understanding what movements our competitors undertake in the marketplace to identify opportunities for our customers
- Managing the customer experience to ensure that customer contracts are delivering on sales and margin budgets for the department.

**Experience and Skills Needed**:

- Having a customer focused mindset ensuring that the customer is at the heart of everything we do.
- Experience of delivering best in class support to establish customer experience excellence.
- Working collaboratively across teams
- Minimising internal and external customer effort - creating frictionless processes.
- Delivering a personal customer experience to establish trust.

**Company Benefits**:

- Annual bonus
- Enhanced parental benefits
- EAP
- Pension
- 25 days annual leave
- Hapi-benefits (retail discount)
- Staff discount