Job Description
About us
At Kwik Fit Mobile our Customer Support Teams are at the heart of everything we do. We are pivotal in delivering an outstanding service to both internal and external customers and ensuring overall success through controlling progress. Our Contact Centre based in Warrington is expanding and looking to engage customer focused individuals with a passion to create a positive experience for every customer by effectively managing expectations, and actively problem solving whilst working with a hybrid flexible working agreement, home, office or both tailored to suit. Our employees are dedicated, extremely hard working and loyal. As a company we understand that Learning and Development is important for healthy growth and progression of staff at all levels. We encourage our employees to have fun, work as a team, respect each other and be proud of the work they achieve. So, if this sounds like a place you would love to work, why not come and join us and become part our amazing Kwik Fit family.
The role
Reporting to the Customer Support Team Manager, the Customer Support Agent is responsible for monitoring the progress of planned Mobile Technician jobs, ensuring problems are anticipated early.
The Customer Support Agent role is a crucial company ambassador as 'the voice of Kwik-Fit Mobile' striving to create a positive experience for every customer by effectively managing expectations, and actively problem solving.
Key accountabilities
Using the bespoke Kwik Fit system (Salesforce) monitor real-time work progress for a number of Mobile Technicians, anticipating and proactively identifying potential issues and seeking necessary solutions.
Monitoring dashboards and Gantt charts to gain a clear understanding of work progress, ensuring the best outcome for the customer.
Handle high volume inbound and outbound phone calls to Mobile Technicians as well as new and existing customers to manage expectations and make any re-arrangements if required.
Provide specific product knowledge/technical advice as required ensuring that the customer's needs are fully met with confidence.
Processing bookings to gain order numbers for completed bookings.
Maintain high levels of customer awareness and flexibility.
Report areas of improvement or concern to line manager.
Work as a conscientious team member, always promoting a professional image of Kwik Fit operations.
Undertake and maintain training as required.
Skills & experience
Relevant industry experience, ideally in sales/technical/customer service or similar challenging environment
Advisory level knowledge of tyres is highly desirable
Commercial awareness with the ability to make sound business decisions quickly.
Confident and effective communicator with the ability to influence, negotiate and convey information in a clear, structured, and understandable manner, adapting approach to suit different situations
Fosters effective and productive working relationships by demonstrating a positive, pro-active, and professional approach
Ability to handle escalated calls, complaints, and queries as necessary, dealing with customers/stakeholders in a sensitive and diplomatic manner
Experience of using modern multiple Windows based applications.
Prepared to take the time to listen and consider opinions of others
Demonstrable sense of responsibility, integrity, and resilience with the ability to build trust
Capacity to work efficiently with both speed and accuracy, with the ability to remain calm under pressure, when dealing with multiple competing priorities and challenging deadlines/workload
Highly organised when planning, seeing tasks through to completion
Other
Key Performance Indicators
Achieving key maximum performance targets
Surpassing Customer expectation with every call
Complete timely and effective problem solving, escalating where required
Maintain effective communication with relevant departments and stakeholders
The shift pattern available is working on a 4 on 4 off schedule to replicate the Mobile Technicians in the field.
Job Reference: KF09713