Contact Centre Agent

The Role

[Employer hidden — sign up to reveal] Limited are currently recruiting contact centre agents to join their Kia & Mazda contact centre, based in Enfield North London. We are searching for a polite, professional contact centre agents to work closely with other team members to provide outstanding service to our customers who wish to book their vehicles into our service departments through our contact centre. As a contact centre agent you will be at the heart of our customer booking experience. You’ll handle all inbound and outbound calls and seek to create a positive experience for each customer. You’ll listen to our customers to understand the reason for their call, address all questions, and provide an accurate and efficient response. To be a successful contact centre agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Responsibilities

• Taking and making calls to customers whose vehicles are in need of service or repair and booking them into our service centres.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with customers, confirming or clarifying information to make sure we have all that is needed to ensure that their visit to our service centre runs smoothly.
• Building lasting relationships with customers and other contact centre team members.
• Utilising dealer management system software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed contact centre key performance indicators while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit customer needs.
• Taking part in training and other learning opportunities to expand knowledge of company and its products.
• Adhering to all company policies and procedures.

Required Skills and Experience

Ideally you would have some experience in a similar role, although we will consider individuals with other customer service and administration experience. In addition to your experience, you will demonstrate the following:

• Outstanding communication and customer service skills
• Excellent organisation and time management skills with the ability to work to deadlines
• Intermediate IT skills with the ability to learn new systems quickly
• A commitment to the [Employer hidden — sign up to reveal] Guiding Principal of treating all visitors to our business, as they would a valued guest in our own homes.

The Company

[Employer hidden — sign up to reveal] Limited is a multi-award winning company with strong values that put our people and customers at the heart of everything we do. We have approximately 300 employees and an annual turnover in excess of £120million, and we are still growing! Benefits available to our Employees in addition to generous salary packages include:

• Discounts on new and used vehicles, parts and servicing
• £500 Employee Referral Bonus
• Enhanced Maternity Pay – after a qualifying length of service
• A member of the Automotive 30% Club, promoting inclusivity and diversity in the workplace
• An equal opportunities employer