Customer Service and Handover Advisor (JN -012022-228935) Tonbridge, England
| Salary: | GBP24000 - GBP26400 per annum + Share Options, Pension, Health Care |
Are you passionate about providing excellent customer service?
Do you hold a UK driving licence?
Cazoo wants you!
We are Cazoo and we are transforming the way people buy and sell cars.
We want to make buying a car no different to buying any other product online and want it to feel special, we put the Customer first in everything we do.
We are recruiting for Permanent Customer Service Specialists to join Cazoo's contact centre in Tonbridge.
We will reward you with an amazing package.
· £24,000 p/a OTE £26,400
· Flexible holidays with opportunity to carry over
· Share Options
· Shift Pattern - 5 days on, 2 days off (weekends included in shift pattern).
· Working on a rota of 9am- 5pm or 12pm- 8pm
· Health Care.
· Pension.
· Training & Development.
· Promotional Opportunities.
· Plus loads of other benefits including Employee discounts available on Cazoo cars, bike-to-work, Season Ticket Loan, Birthday day off, annual subscription to Calm app, access to over 20 trained Mental Health First Aider and £100 a year to use towards your personal wellbeing.
What you’ll be doing
- Welcoming customers to the Customer Centre and offering tea/coffee refreshments.
- Supporting walk-in customers through their browsing process, either by helping them to browse our website in one of our dedicated spaces or connecting them to our central Customer Support Team.
- Checking-in all customers who arrive at the Cazoo Customer Centre to pick-up their Cazoo car, part-exchange an existing car or return a car which they’d bought using our 7-day Money Back Guarantee.
- Completing accurate quality assurance checks on all vehicles to maintain high standards, and stock checking of inventory on site.
- Use your extensive Cazoo proposition and process knowledge to answer any questions or resolve issues our customers may have while in the customer centre.
- Support customers who are at the Customer Centre with payments and refunds
- Work closely with our onsite Logistics, Servicing and Operations teams to ensure the customer’s pick-up or returns experience is seamless and issue-free.
- Handing over vehicles to customers at one of our brand new Cazoo Customer Centres, at a scheduled time.
- Proactively assist any customers who experience any post-sales issues with their car - supporting where possible on site and setting clear expectations if we need to diagnose and repair.
- Provide customers with information about our add-on services and soft-sell products such as extended warranties, GAP insurance and Vehicle paint and alloy protection, and maximise service sales by up-selling where applicable Eg Tyre brand / tracking / MOT advisories.
- Build rapport and assist all customers to resolve any complaints/issues quickly to maintain high quality customer service. Knowing when to escalate to on-site management and the central CS team.
- Translating any technical automotive or financial jargon into plain English to make it simpler for our customers. Being able to convey back to a customer in simple terms what work needs to be carried out and the cost where applicable, in person and over the phone.
- Looking after the customer-facing space at the CCC, ensuring the space is kept tidy and presentable at all times, and refreshment facilities are topped-up regularly.
Skills and Experience Required
- Customer obsessed and passionate about delivering excellent customer service.
- Excellent face-to-face communicator and highly personable.
- Previous experience of successfully working in high-end retail, hospitality or concierge roles is desirable but not essential.
- Can solve problems and think on your feet. You'll be someone with a real 'Can Do' attitude.
- Strong attention to detail, with a natural desire to take ownership.
- Ability to remain calm during difficult situations or in a very busy environment.
- The ability to work unsupervised and in an ambiguous environment.
- Collaborative and keen to be a team player.
- Comfortable using technology; able to use email, CRM and booking systems and happy to guide customers through the website.
- Applicants must have a full UK driving licence.