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Euro Car parts

We are greater than the sum of our parts.
We know that people make us who we are.

At LKQ Euro Car Parts we recognise that our people are our most valuable asset. They make the difference between good and great.

Job Ref No. CSAA99498

Customer Service Agent

Tamworth

Permanent - Full Time

Job Description

This role is currently working from home during Covid but will be based in Tamworth in the future.

Euro Car Parts are recruiting for experienced Customer Service Agents to join our ever-growing contact centre in our Head Office in Tamworth.

Customer Service Agent – What we are looking for

You will be an integral part of the team to ensure that our customers remain “Top Priority” by delivering fantastic customer service over the phone, email and social media channels. You will take ownership in resolving customer queries and concerns by focusing on the needs of the customer, and to always maintain the positive relationship between Euro Car Parts and its customers.

Role Responsibilities

  • To be a point of contact for ECP, showing empathy and providing the highest level of service to our customers.
  • To deal with all daily enquiries and/or complaints generated by customers and branches over the phone, e-mail and social media channels, providing a professional and timely response or resolution for each contact.
  • To seek increased customer satisfaction and retention through achieving "first time fix" resolution on all customer contacts.
  • To deliver on all individual and team targets.
  • To use Net Promoter and/or Mystery Shopper feedback as a tool to develop individual performance.
  • Advising customers on the correct part for their vehicle & taking orders from customers over the phone if & when required.
  • To make sure that all customer contacts are logged on to the system in real time and to company guidelines.
  • To update the system with additional customer contact information and to log any resolution action.
  • To seek the help, guidance and support of other departments within ECP to successfully investigate and resolve any enquiry or concern.
  • If escalation of any contact is required, to direct to the appropriate Team Leader in a professional and timely manner following company escalation guidelines.
  • To see every concern as an opportunity to please the customer and rescue any sale if appropriate.
  • To have or gain a basic knowledge of current consumer legislation.

Skills Needed:

  • Proven customer service experience, ideally working within a busy contact centre or shared service centre - previous experience as a telephone-based agent would be desirable
  • Confident and passionate about giving fantastic customer service
  • Strong communication skills – both written and verbal
  • Strong rapport builder
  • Target driven
  • Adaptable and able to work effectively as part of a team or individually.
  • Excellent administration and time management skills
  • Ability to prioritise and manage workload

How we reward:

Your career with Euro Car Parts is only limited by your ambition and will to succeed.

For exceeding expectations in this fiercely competitive market we offer:

  • A highly competitive salary
  • Genuine career progression
  • Holiday discounts with cashback
  • Up to 40% discount for tickets to major family attractions and cinemas
  • Up to 20% discount for various high street retailers
  • Plus amazing deals and discounts for 3,000 gyms in the UK

LKQ ECP ECP PR Reilly Arleigh LKQ Coatings