Part Time Livechat-Customer Relations / Case Handler

2 x Part Time Live-Chat – Customer Relations Manager /Case Handler – Immediate start!

27hrs per week 5 days over 7

2 Shift Patterns available – Tues. Wed, Thurs, Fri Sat 5.30pm to 11pm or Tues. Wed, Thurs, Fri, Sun 5.30pm to 11pm

Salary: £26,000per yearPro Rata

Working for our client Volkswagen Group (which incorporates the well-known vehicle brands of Volkswagen cars, Volkswagen Commercial Vehicles, Audi, SEAT & Skoda).

‘EXCITING NEWS’we are looking to introduce Live-Chat in to the brands. This will allow us to communicate, or chat in real time with customers who visit our ‘contact us’ website; we will be able to provide immediate assistance for customers that require information to be delivered to them fast and efficiently.

We are looking for confident, articulate and social media savvy individuals to be part of thisexciting venture. You will be responsible for resolving a plethora of customer service enquiries via Live-Chat; you will be fielding inbound and outbound written interactions, generated from the Brand’s website, from current and potential customers. You must focus on issue ownership and resolving the customer’s issue during the first interaction to ensure you maintain the Brand’s image. You are responsible for consistently delivering differentiated and personalised customer experiences by executing various customer management techniques

Key accountabilities (including but not limited to):

* Responsible for all aspects of the customers issue (case) following the “five steps” methodology
* Delivery of an outstanding customer experience every time
* Assume ownership and ensure all inbound and outbound contacts are handled promptly, efficiently and with a high level of professionalism
* Ensure all contacts are recorded on the relevant case management/client systems
* Create an energetic and exciting experience for customers at first point of contact with the brand, matching their interest and passion
* Where appropriate to make outbound calls and other forms of contact with 3rd parties in resolving customer marketing enquiries and issues raised
* Maintain an up to date knowledge of relevant brand, product, marketing and procedures relevant to customer enquiries

If this is the role you have been waiting for then

We want someone who:

* Has excellent written English (particularly the ability to write clear, concise explanations for difficult concepts), including the ability to understand common metaphors and colloquial phrasing
* Has excellent verbal interpersonal skills as well as a excellent aptitude with technology-based solutions and products
* Has exceptional customer handling, conflict management, negotiation and empathy skills coupled with high levels of emotional intelligence
* Has the ability to think differently and at times outside of ‘tried and tested’ solutions
* Can help drive Customer Satisfaction
* Can demonstrate excellent typing and accuracy skills

Working in a comfortable open plan office environment we provide all of the training & support you’ll need in order to deliver a great customer experience.
Our jobs in Leeds Valley Park are a 10 minute drive south of Leeds City Centre, home to the Volkswagen Group. Our newest contact centre is situated close to the M1/M621 and offers free parking.We offer colleagues the opportunity to sign up to our car share scheme, run a free shuttle bus from Leeds City Centre and there are excellent public transport links from across Yorkshire. Colleagues also have access to an on-site cafe serving hot and cold food.

Please note successful applicants will need to pass a credit and criminal records check