Live Chat Advisor - VW Group

Capita Customer Management
£17843 pa + Benefits
17 Oct 2016
16 Nov 2016
Contract Type
Capita Customer Management are looking for a strong Live Chat Advisor to join the existing team at Leeds Valley Park for the VW Group. 'Live-Chat' gives us the ability to communicate, or chat in real time with customers who visit our 'contact us' website; we are able to provide immediate assistance for customers that require information to be delivered to them fast and efficiently. We are looking for a confident, articulate and social media savvy individual to be part of this exciting 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)
- 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 apply now! 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

Environment: Employee engagement is very important to us!

- Working in a comfortable open plan office environment. The Live Chat team is open 7 days per week, 8am - 11pm; we have a variety of shifts available between these opening hours.
- We provide all of the training & support you'll need in order to deliver a great customer experience.
- Incentives and bonus's, including monthly awards and recognition.
- 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. We 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; including free tea and coffee all day.
- You can have personal parcels delivered to work. In addition we have services visit, such as car valeting, beauty treatments, and other vendors.

Further benefits include our Car Scheme. This is the opportunity to lease a new Volkswagen/Audi/Skoda/Seat vehicle every six months at a reduced rate