Job Description
The role
Everyday is an exciting new challenge as a Customer Contact Advisor with no two calls being the same. You will experience new things - not to mention the weird and wonderful problems you'll encounter - there's no shortage of variety and plenty of opportunity to use your finely tuned people skills. By joining our team, you'll be sharing your skills with the best in the business at a company where career development and training are a priority. If you're already on your way to being a great advisor, Kwik Fit will get you there faster.
The role itself will have you as the first point of contact answering a wide range of calls from dealing with customers online enquiries, bookings and payments to our very own fleet customers calling for advice and making bookings. As a Customer Contact Advisor, you will play an integral role in continuously meeting our customers' needs and expectations all whilst delivering the very best customer service.
Key accountabilities
No two days are the same at Kwik Fit -
Achieving key maximum performance results measured on telephone statistics, speed and accuracy.
Maintain high levels of customer awareness and flexibility.
Report areas of improvement or concern to line manager.
Work as a conscientious team member.
Promote a professional image of Kwik-Fit & Kwik Fit fleet operations at all times.
Additional Information
Various full time and part time shifts available
Monday to Wednesday and Friday 8am until 4.30pm, Saturday 7am until 3.30pm - 40 hours over 5 days
Monday to Wednesday 7am until 11am, Saturday and Sunday 7am until 3.30pm - 28 hours over 5 days
Monday to Friday 9.30am until 6pm - 40 hours over 5 days
Monday to Friday 12pm until 6pm - 30 hours over 5 days
Monday to Friday 8.30am until 5pm - 40 hours over 5 days
Skills & experience
Our friendly service and top-level mechanical expertise is a winning combination that makes us heroes in the community. Striking that balance as a Customer Contact Agent requires a special skill set including:
Excellent keyboard skills.
Excellent telephone manner.
Sound commercial knowledge.
Problem-solving and analysis.
Excellent written and verbal communication.
Excellent Customer Service skills.
Ability to handle complex queries and challenging customer scenarios.
An ability to learn new systems and processes.
Excellent communication and relationship skills.
Ability to work under pressure to meet business KPI's and targets.
Job Reference: KF09014