Customer Relationship Representative

Our client is a global automotive manufacturer of both EV and ICT powered motor vehicles and is one of the world’s largest exporters. Inspired by design combined with advanced technology they have secured thousands of new component patents, cementing their reputation as a global leader in independent innovation and engineering.

As their market expansion continues to grow beyond forecast, they have an immediate requirement for Customer Relationship Representatives (CRR) to complement their Customer Service team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, CRR’s are instrumental in creating and preserving seamless customer service experiences at every opportunity.
 
Key responsibilities:

• Manage inbound and outbound customer interactions across phone, email, chat, and ensuring first-contact resolution and adherence to processes
• Build and maintain positive, professional relationships with customers assisting them through the purchasing and scheduled servicing process via online portals
• Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures
• Address and escalate queries as needed, providing timely feedback to all parties
• Become a subject matter expert through internal workshops, training, and briefings
• Collaborate with internal teams to optimize the overall customer experience

• Previous experience with an automotive OEM is preferred, whilst a retail or sales environment background is also highly advantageous
• Excellent verbal communication and writing skills
• Experience in handling phone calls and case management scenarios
• Experience with live-chat case handling, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
• Familiarity with Zoho CRM or similar and current phone systems are all highly advantageous skills