Customer Service
Full Time
Job Description
Key Responsibilities:• To work as part of a team delivering a first class, professional telephone inbound and outbound service along with video and live chat to support and delight Infiniti's customers.
• Calling Infiniti customers to provide information on the Infiniti brand and product line, deal with breakdown assistance, provide concierge-type services, and facilitate test drives
• Promote Infiniti by consulting, gathering information, and evaluating client needs
• Actively create trust with the customer, demonstrating an open and honest approach. Ensuring ownership is taken and promises made are delivered against
• To have knowledge of all Infiniti contact centre operating processes
• Ensure the accurate and timely capture of business critical data and feedback via systems after each call taken
• Understand business customer satisfaction measures and work to maximise quality of call handling by working on feedback from call observations delivered by manager/coach.
• Understand individual KPI's. Pro-actively and enthusiastically work towards achieving targets and objectives
• Pro-actively and enthusiastically work towards all objectives set in the personal development plan. .
• Actively support at all times, company policy and best practice in the area of security, with particular emphasis on the protection of customer sensitive information and Data Protection Act
• Identify problems and trends and suggests resolutions to higher level personnel
• Follow-up on customer issues not immediately resolved
• Complete call logs, daily reports and all other department data entry requirements
• To be a brand ambassador by always promoting the brand image and providing the highest standard of service to clients.
Knowledge & Skills Required:
• German Native language (mandatory).
• Experience working for a luxury brand (highly desirable)
• Excellent communication skills both verbal and written
• Excellent presentation to portray Infiniti premium image
• Detail orientated
• Excellent PC skills. Strong typing and Internet navigation skills required
• Strong communication and customer service skills with the ability to engage with customers who expect a premium level of personalized service
• Organisational and coordinating skills, the ability to multi-task and handle multiple priorities and changes with professionalism
• Ability to work independently and as a contributing team member
• Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar.
• Strong active listening skills.
• Able to ask targeted questions, anticipate needs, and start fresh with every customer.
• Multitask, must be able to use multiple applications and manoeuvre quickly between multiple screens while on the phone. Computer knowledge of (Excel, Word and Windows) required.
• A proven team player able to interact with a broad range of people.
• Be flexible in working hours, in order to meet the needs of the organisation
• Full, current Driving Licence.
Required Knowledge, Skills, and Abilities
Reference no: 974