Our client is based in Tallaght, Dublin 24 and is a world leader in the motor sector, known for their commitment to quality, innovation, and excellence. They pride themselves on creating a dynamic and supportive workplace where every team member is valued and encouraged to grow.
They are currently looking for a dedicated and enthusiastic Customer Care Agent to join the team.
This is a permanent role and salary is €40 – 45k depending on experience. Benefits include pension, life assurance, fabulous staff discounts, hybrid working, etc.
DUTIES OF THE ROLE: Deal with all customer/dealer contacts, queries, complaints. Record all customer contacts and ensure transfer of cases to relevant departments. Follow up on all CSI feedback and queries. Manage cases and escalate to the Customer Care Manager for a successful and satisfactory conclusion, by utilising a brand integrity-based approach to enable early intervention and resolution. Monitor the relationship with emergency breakdown service providers where quick resolutions and customer satisfaction are key for any sensitive cases. Respond to incoming emails and calls from customers on Connected Services across all brands. Identify and investigate any cases whereby car hire is increasing e.g., parts on backorder. Manage and coordinate with all stakeholders to support case resolution i.e., external legal partners, expert assessors, dealers, technical field manager, and internal departments. Support new dealer start-up to ensure case escalation is minimised. THE IDEAL CANDIDATE: Proven ability to manage existing contacts and develop a wide range of internal and external relationships. Proven negotiation skills. Excellent communication skills (both written and verbal). Experience working in a target-driven environment. Good planning skills with an ability to maximise productivity. IT literate with strong proficiency in Microsoft Suite. An understanding of Irish Consumer Law. Knowledge of automotive industry a distinct advantage. Previous experience in a Customer Care position. Ability to work under pressure in a fast-paced environment.
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