Role Overview & Mandate
Executive Summary
About The Role RAC are looking to recruit Inspections Services Advisors to join us in our...
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About The Role
RAC are looking to recruit Inspections Services Advisors to join us in our Bescot office in Walsall.
You can expect to play an integral role in ensuring the delivery of a World Class Customer Experience for multiple brands by acting as a focal point for customer recall booking work. You will be responsible for the quality of customer communications with customers acting in a way that is in line with agreed brand values.
You will be working in an inbound & outbound contact centre, where you will be speaking with retail as well as fleet customers, with a view to book an appointment for our technician to visit a convenient location to carry out their recall. You will be required to capture key information and secure a mutually convenient date & location for our tech to attend, updating internal data bases and leasing with technicians for any complaint management.
Key Accountabilities
- Achieve individual and department KPI`s and quality measures
- Use every contact as an opportunity to cleanse the manufacturer database
- Ensure any written communication reinforces the Brand
- Build and update product and process knowledge
- Outbound calls to customers to chase outstanding recall work
- 100% customer contact attempts from a list provided
- Build rapport with customers
- Capture customer feedback/information accurately in relevant systems
- Work as part of a team to drive improved performance
- Continuously develop your product knowledge and customer demographic awareness to tailor your conversations
We are looking for someone who has
- Previous experience working in a customer service environment, ideally contact centre
- Previous experience and an understanding of what outstanding customer service looks like
- A confident telephone manor, excellent PC & admin skills are essential
In return for your hard work and commitment we offer...
- Competitive base salary
- Free RAC breakdown cover from day one
- 24-hour colleague assistance programme
- Company life assurance
- Company pension
- Healthcare and wellbeing benefits - including healthcare cash plan
