Job Description

Overview:
To provide efficient and proactive follow-up to breakdown assistances in order to enhance the service to customers and communication to the 5* Car Manufacturer Group Retailers.

Responsibilities:
" Contact each customer following assistance to ensure that they are satisfied with the service they have received. Where necessary take relevant action to resolve any issues, including notification to the Retailer or the Group Customer Service Team.
" Act as a pivotal contact between the Retailer and the customer if the vehicle has been recovered into the Retailer Network.
" Undertake a daily review of all assistances to highlight cases where customer should be the recipient of the proactive customer apology programme
" Support Retailers with the use of the car hire request system (RCH) and carry out visits where necessary to coach Retailer employees

Qualifications:

" Must be well presented
" Educated to `GCSE` standard or equivalent
" Excellent written and verbal communication
" Strong administration and organisational skills
" Excellent problem solving skills
" Good working knowledge of Word and Excel
" Proactive and persistent with a "can-do" attitude
" Flexible and adaptable to changing situations
" Able to work under pressure to meet deadlines
" Ability to work and positively contribute to a team approach
" Understand the importance of the consistent delivery of customer service excellence