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- Tasks: Help customers with queries and complaints in a fast-paced call centre.
- Company: Join Percepta, a global leader in customer experience since 2000.
- Benefits: Enjoy hybrid work, paid training, 22+ days leave, and health perks.
- Why this job: Make a difference by providing exceptional service and building customer loyalty.
- Qualifications: 2 years of customer service experience and strong communication skills required.
- Other info: Be part of a supportive team that values growth and diversity.
The predicted salary is between 30000 - 42000 £ per year.
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Full Time - Permanent (37.5 hours a week on a weekly rolling rota basis)
Hybrid - 2 days office/3 home
Onsite Training - Paid 5 week training induction and IT equipment provided.
Do you understand the need and have a passion for providing first-class Customer Service? Do you like owning and resolving customers' queries and complaints and being their single point of contact from start to finish? Does helping others make you smile and give you a sense of satisfaction? If you’ve answered yes to the above, and have:
- A minimum of 2 years’ customer service experience.
- Single Point of Contact/Case Management experience.
- Excellent verbal and written communication skills.
This hybrid working role requires you to work in a busy and fast-paced inbound call centre based in Dunton, Essex. It offers paid training, excellent benefits, and career progression.
What You’ll Be Doing:
As a Customer Experience Specialist, working with our globally recognised provider of high-quality Automotive products and services, you will work with customers and prospective buyers to earn and retain their loyalty, suggesting the best solutions to answer their queries and resolve their concerns. We are dedicated to delivering an exceptional customer experience that starts with you discovering your customer’s needs and using your exceptional customer service, problem-solving, and investigation skills to find the best solution to resolve their concerns.
During a Typical Day, You’ll:
- Demonstrate strong people skills, showing compassion, empathy, and exceptional listening skills.
- Show strong communication, negotiating, and investigation skills.
- Be responsible for handling high-volume calls and emails (Inbound & Outbound).
- Act as a liaison between customer, Sales, Technical Hotline, PD, Warranty support, and dealership by following up to ensure customer satisfaction through effective case management.
- Exhibit strong follow-up and organisational skills, in both verbal and written communication.
- Be detail-oriented, self-motivated, and comfortable working in a fast-paced environment.
- Have a passion for building product knowledge and service support.
What You Bring to the Role:
- Demonstrate a high level of trust and integrity.
- Excellent oral and written communication skills, with good command of grammar and punctuation.
- Excellent attention to detail and practices active listening skills.
- Strong customer service, interpersonal and relationship-building skills.
- Time management and ability to prioritise projects and customer needs as well as working to a schedule.
- Conflict resolution skills - listen to the customer.
- Exercise good service and business judgment with the end goal of customer satisfaction.
- Resilience.
What You Can Expect:
- 22 days Annual leave to start, increasing by one day on the anniversary of your start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
- Life Assurance 4 x annual salary.
- Contributory pension scheme.
- Private medical Insurance.
- Comprehensive travel insurance for you and your family in line with scheme rules.
- Discounts on new vehicles.
- Employee Assistance Program (EAP).
- Free eye test with money towards new prescription glasses.
About Percepta:
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day.
As a Percepta team member, you can expect:
- Culture of Service – to be treated like you are the customer from day one.
- Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions.
- Respect – a team that is accountable, dependable, and gives you their full attention.
- Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
- Career Growth – lots of learning opportunities for aspiring minds.
- Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
Customer Experience Specialist (Automotive) employer: Percepta LLC
Contact Detail:
Percepta LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist (Automotive)
✨Tip Number 1
Familiarise yourself with the automotive industry and the specific products and services offered by Percepta. This knowledge will help you engage more effectively with customers and demonstrate your passion for the role during interviews.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios with friends or family. Focus on active listening and responding to customer queries, as these are crucial skills for a Customer Experience Specialist.
✨Tip Number 3
Highlight your experience in case management and being a single point of contact in previous roles. Be prepared to share specific examples of how you resolved customer issues and maintained their loyalty.
✨Tip Number 4
Showcase your resilience and ability to handle high-pressure situations. Think of instances where you successfully managed difficult customer interactions and how you turned those situations around.
We think you need these skills to ace Customer Experience Specialist (Automotive)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, particularly any roles where you acted as a single point of contact or managed cases. Use specific examples that demonstrate your problem-solving skills and ability to handle high-volume calls.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how it aligns with the role of Customer Experience Specialist. Mention your communication skills and provide examples of how you've successfully resolved customer queries in the past.
Showcase Relevant Skills: Emphasise your strong verbal and written communication skills in both your CV and cover letter. Highlight your attention to detail, resilience, and ability to work in a fast-paced environment, as these are key attributes for the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no grammatical errors or typos. A polished application reflects your attention to detail and professionalism, which is crucial for a customer-facing role.
How to prepare for a job interview at Percepta LLC
✨Showcase Your Customer Service Passion
Make sure to express your genuine passion for customer service during the interview. Share specific examples from your past experiences where you went above and beyond to resolve customer issues, as this aligns perfectly with the role's focus on providing first-class service.
✨Demonstrate Strong Communication Skills
Since excellent verbal and written communication skills are crucial for this position, practice articulating your thoughts clearly. You might want to prepare a few scenarios where you effectively communicated with customers or colleagues to resolve issues.
✨Prepare for Case Management Questions
Given the emphasis on being a single point of contact, be ready to discuss your experience with case management. Think of instances where you successfully managed a customer's journey from start to finish, highlighting your organisational skills and attention to detail.
✨Exhibit Empathy and Problem-Solving Skills
During the interview, demonstrate your ability to empathise with customers and solve their problems. Prepare to discuss how you've handled difficult situations in the past, showcasing your resilience and conflict resolution skills.
