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Customer Case Worker

Req ID#:  256523

Exeter, Agent Opening, GB

Customer Case Worker

Customer Service

Sitel

Sitel Exeter has a fantastic opportunity for YOU!! Please do not apply if you live over an hour away from Exeter, Devon. This role is NOT W@H and is based on site.

What’s On Offer?

  • Pay Rate: We offer competitive pay rate along with the opportunity to work overtime if required by the business. Most importantly, you will get paid WEEKLY! £10.00 per hour
  • Working Hours: We strongly believe in work-life balance and would love to see you enjoy your weekends with your friends and family. Current operational hours are Monday – Friday 08.00 – 18.00. You will work 37.5 Hrs per week.
  • Holiday: Paid 28 days holidays (inclusive of bank holidays)
  • Pension Contribution

A Little About The Role:

We are looking for a group of enthusiastic Customer Case Handlers to join our busy, fast paced, vibrant team in the heart of Exeter City Centre.

This is an extremely versatile role and is ideal for those who wants to develop their skill set further to prepare themselves for a career in management and customer services.

Some of the main tasks include,

· Providing technical support to the customers by following the procedures.

· Support the customers regarding financial compensation requests by following the scripts

· Deal with customer complaints related to the dealership services, vehicle or parts delivery delays etc

· Handle all incoming contacts in all contact channels from customers within the agreed timeframes and to agreed levels of quality

· Investigate the customer’s request for support, carry out research as required using the databases and processes

· Communicate regularly with the customer during investigation and provide the required information or a fair and reasonable solution to resolve their request

· Support and promote the relationship between the brand and the customer

· Follow cases through to final conclusion, by fully owning the case from start to finish – close loop case management

· Act as a liaison between the customer and various client contacts

What We Are Looking For:

We are looking for individuals who can demonstrate the following competencies

Customer Service

· Promotes and demonstrates excellent customer service

· Develops relationships with customers to mutual advantage

· Understands customer’s underlying issues and is able to show empathy

· Puts forward creative solutions to customer needs

· Takes actions to avoid the business suffering, e.g. protects the brand values

· Inspires the team and others to exceed customer expectations

Interpersonal Skills

· Adept and articulate in written communication

· Can recognise non-verbal behaviour.

· Is successful at resolving the majority of issues at first contact

· In conflict situations, finds the common ground and builds on it

· Can manage difficult situations e.g. dealing with a serious complaint, delivering bad news

· Understands the necessity to be assertive with the customer when required and concedes when appropriate

What else are we looking for?

Effectiveness

· Completes tasks accurately

· Follows procedures

· Checks quality and quantity of own work

· Updates manager on progress

Problem Solving

· Considers problems from different angles and seeks the best solution – which may be a compromise

· Analyses relationships among several parts of a problem

· Follows up / checks back to make sure issue has been resolved

Planning and Time Management

· Makes decisions on day-to-day priorities and manages own time

· Meets time critical plan and adapt based on business/management direction

· Addresses problems and seeks support in resolving them where appropriate

Bonus Points:

· Background in Automotive Industry

· Background in Complaints or Case Management

Data Notice

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Customer Case Worker


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