Customer Experience Centre Agents

1 week ago

Blackpool, United Kingdom DTM (Direct Tyre Management) Full time

**The Role**:

- Receiving incoming calls vehicles requiring assistance whether at the Roadside Breakdowns, Customer premises or dealer workshops.
- Incident Management of Roadside Breakdowns from initial call to completion.
- Obtaining and accurately recording order numbers
- Progress chasing job sheets from Service Providers for work they have completed
- Inputting data on to our in-house Web based system (no experience needed; full training will be given) with attention to detail on product variations.
- Allocating jobs to relevant service providers.
- Filing job sheets awaiting order numbers by relevant service providers
- Deal with any queries or issues that may prevent jobs from being booked out.
- To take telephone messages and pass on to the relevant personnel.
- Scan Job sheets to the relevant service request to aid the authorization process.
- Liaise with suppliers and customers to ensure a seamless process from beginning to completion.
- Input Fleet Inspection reports.
- Schedule routine service inspections.
- Collate Service documentation.
- Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller
- Update customer information in the customer service database during and after each call
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
- To undertake any training as and when required.
- To undertake any other similar duties as requested.

**Requirements**:

- Strong Communication Skills (must have previous customer service experience)
- Strong people skills - able to build rapport and professional relationships with customers.
- A sense of urgency - able to prioritise and meet deadlines.
- Ability to work under pressure whilst remaining calm.
- Clear and logical thinker
- Multi-tasking and organisational skills.
- Good administration skills (must be competent in use of Microsoft excel, word and windows packages)
- Strong attention to detail.
- Ability to work well in a team and also work off own initiative.
- Good geographical knowledge of the UK and Motorway networks
- Tyre transport industry knowledge would be beneficial but not essential as full training will be given

**Benefits**:

- 25 days holiday plus bank holidays per year
- Group Life assurance
- Workplace pension
- Employee assistance scheme
- Free onsite parking
- Full Uniform

All applicants will be treated in the strictest of confidence.

**Previous applicants will not be considered for this position.

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