CX Feedback Team Administrator
- £26,500
- Permanent
- Near Epsom, Surrey (location is most easily reached by own transport)
- Hybrid working (3 days a week in the office)
- ASAP start
- Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)
TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)
Role in a nutshell : Crucial role to interview customers in the form of CATI (Computer Assisted Telephone Interviewing) on behalf of Lexus to enable understanding of the customer journey. Escalation and resolution of customer queries and questions.
A bit about 'Customer Support': In line with the wider business ambition to do business the way customers love; C&NS provides vital support to customers and the Dealer Network, information and support for the customers and prospect audiences, including complaint handling escalation and resolution. First point of contact resolution for customers, representing the brand to a high standard, supporting care and commerce from a customer perspective, taking initiative in recognising 'commerce' opportunities.
What you'll be doing:
- Interviewing Lexus customers over the telephone and inputting their answers accurately into the Medallia platform for review and insight.
- Working with internal colleagues and partners from the Centre (Retailer) network, ensure issues identified from customer feedback are resolved to the customers' satisfaction.
- Use your personality and your excellent customer skills to deliver a memorable conversations.
- Identify areas of risk and opportunity to enhance the customer experience.
- Identify problems and instigate resolutions by 'owning' the issue and by escalating as appropriate in line with business processes.
- Ensure the information you record in company systems accurately reflects the communications you have with customers.
- Produce a fantastic quality of customer communication, adopting the right brand tone whilst using your skills to adapt to each customer as an individual
- Be focused on personal productivity and contribute towards the departmental Service Level Agreements by meeting/exceeding all individual and team targets
- Work independently, within a framework and deliver results within a timely manner
- Represent the Lexus brand in delivering its brand values
- Working alongside the Consumer One Voice of the Customer team to ensure feedback from Customers is captured and shared for analysis of themes and sentiment.
- Provide support and 'overflow' resource to Customer Service Advisors as and when appropriate.
While the role is primarily standard business hours, some flexibility will be required. i.e. In order to speak with customers at their convenience, calls might be made early evening (up to 7pm) or Saturday mornings (10am - Midday). This forms part of, and does not extend contracted hours
Essential skills
- Ability to build & maintain relationships
- Excellent communication skills, verbal and written
- Confident with a customer centric approach
- Self-motivated with good time management
- An individual who strives for outstanding results and professionalism
- PC literate
- Ability to work in a pressurised environment
- Flexible attitude to work
- Common sense and open-minded approach to dealing with queries
Desirable skills
- Previous Call Centre experience
- Automotive knowledge or an Interest in the automotive sector
- Experience interviewing customers through CATI process