Customer Success Agent

Customer Success Agent

**Location**:Big Motoring World Head Office, Gillingham Business Park, Kent/Remote

**Job Type**:Full-Time/Part-Time considered, weekends required (work from home on weekends). Up to 42.5 hours per week.
**Salary**:Up to £25,350

We are Big Motoring World, the UK’s fast growing, multi-award-winning car supermarket group. In line with our growth plans, we are looking to expand our customer success team. This exciting role will suit someone with a customer service background.

We’re looking for an enthusiastic and motivated individual with outstanding customer service skills to join us as a Customer Success Agent, based at our Gillingham head office in Kent.

As our Customer Success Agent, you will be contacting our customers post-sale to ensure we can get feedback on their visit, so we can continuously work to improve our services. You will also be responsible for managing and replying to any reviews left on various platforms including Trustpilot and Google. You will be playing a key part in ensuring that the highest levels of customer service is maintained for our customers.
- Directing customers to the relevant department for further assistance where required
- Following up with any issues with the relevant teams and providing updates to customers on a regular basis.
- Reviewing any complaints that customers may send and address the complaints where possible
- Update internal systems consistently and accurately.
- Identify areas where we could improve as a business and report these to management.

**Social Media and Review Platforms**
- Take ownership of our social media platforms and review sites by reviewing and replying to any comments or messages we receive and addressing any concerns or queries that customers have when reaching out to us.
- Liasing with other departments to ensure customers get the required assistance.
- Following up with customers, where needed.
- Recording negative and positive reviews so we can monitor customer satisfaction and feedback can be passed to various departments who can review internally and make improvements where necessary.

**Additional duties**
- Work closely with the wider Marketing Team to assist with tasks to support wider marketing campaigns and projects.
- Adhere to and work within the guidelines set by General Data Protection Regulation (GDPR) at all times.
- Any tasks that are reasonable and required for business needs.

**Have you got what it takes?**
- Do you have good communication skills?
- Do you have excellent customer service skills with a strong focus on customer satisfaction?
- Are you able to prioritise and work efficiently?
- Are you a good listener with the ability to advise and support our customers?
- Are you confident speaking with customers and getting feedback on their visits to our sales sites?
- Do you have a strong work ethic and are you adaptable to change?
- Do you pay attention to the detail and maintain a good and accurate quality of work?
- Are you analytical, a problem solver and believe that things can always be improved?
- Are you able to recognise how our behaviour and actions affect performance with customers/colleagues?
- Are you open to feedback and self-development opportunities to improve personal and team performance?
- Are you able to act proactively to add value and follow up to ensure problems remain solved?
- Do you have the ability to work proactively on an individual basis, as well as being a team player?
- Do you have effective time management and flexibility in working patterns?
- Are you literate, numerate, and proficient with computer skills?

**Essential**
- Good knowledge and experience of customer service.
- Fluent in written and spoken English.

**Desirable**:

- Minimum of 1-year experience within a customer service role
- Experienced in leading by example and assisting colleagues in past roles.
- Understanding and practical use of social media platforms including Facebook, Twitter, Instagram, and LinkedIn.

**Hours of work**:

- Two week rolling rota:_

Week A - 1 weekday off, work from home Saturday and Sunday*

Week B - 1 weekday off, weekend off

Bank holidays off.

*Work from home on weekends - Laptop and headset provided, reliable home internet connection required.

Part-time roles will also be considered, although weekend cover will be a requirement for any part-time role.

**What is in it for you?**
- Company gym.
- Free parking.
- Big rewards scheme.
- State-of-the-art facilities.
- 32 days holiday inclusive of statutory bank holidays.
- Company pension.
- Excellent development opportunities to learn & grow with Big Motoring World.
- Third party training opportunities and support towards professional development.

Pay: £25,350.00 per year

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Free parking
- On-site gym
- On-site parking
- Store discount

Work Location: Hybrid remote in Gillingham