Our aim is to deliver world-class interactions whilst always placing our customers at the centre of everything that we do.
As a member of the customer care team, you will provide support to our customers during their purchasing journey ensuring their needs are met and advocate the brand. engaging with our customers through our many contact channels you will also liaise with our garage network partners and suppliers to ensure we get it right, every time.
If you have a passion for doing the right thing, want to be part of wonderful team culture and have the imagination to do something that little different then we want to speak to you.
Our Values
- Respect
- Ownership
- Care
Operations / Duties: Ensuring our customers have a smooth and effortless journey from booking to fitting.
- Responding to customers who reach out to us via our contact channels such as email, phone, social, live chat, and WhatsApp.
- Providing advice on tyre selection to customers allowing them to make an educated decision.
- Proactively contacting customers who may have ordered the wrong tyres assisting them to find a more suitable solution and supporting in selecting a suitable alternative.
- Liaising close with our Network and Supply chain teams.
- Dealing with garage bookings and ensuring that tyres have arrived in time for fittings.
- Where garages are unable to support with preferred fitting times and dates, working with the customer, suppliers, and garages to find the best resolution based on their circumstances.
- Contacting customers to advise on delays with orders and working to find a solution for them.
- Working with couriers or suppliers to resolve issues where deliveries are signed for but have not arrived.
- Raising Purchase Orders, Claims, and various other items.
- Solutions focused approach to handling complaints ensuring they are resolved quickly and restore the customers' relationship with us.
Person Specification
Education:
- Educated to Standard Grade level or equivalent.
Skills Required:
- Excellent communication skills, able to communicate through phone (both inbound and outbound), email, webchat, and social media. - with a love for customer care.
- Organisation skills, being able to balance own workload is necessary - ability to multi-task.
- Ability to problem solve effectively and generate solutions to solve customers' issues.
- Active listening and understanding ensuring an excellent customer journey.
- Willingness to work proactively and as part of a team.
Experience Required: Entry-level
- Experience of working in a customer-facing role is essential.
- Contact Centre experience is preferable with a role in an Omni-channel Contact Centre being advantageous.
- Knowledge or a keen interest in the motor or tyre industry is preferable but not essential.
- Interested in a future career development with us.
Schedule:
Monday - Saturday 5/6 days a week.
Job Types: Full -Time Permanent
Salary: £11.96 per hour £23,404,73 per annum.
What we offer:
- Auto-Enrolled Benefits
- Michelin Group Staff Benefits
- Other External Employee Deals
- Private Health Care
- Staff Tyres
- Family & Friends Discount
- Employee Loan Scheme
- Company Loyalty Bonus
- Support
- Apprenticeship scheme
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.