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For Companies At a Glance
- Tasks: Coordinate customer escalations and enhance service quality in a dynamic automotive environment.
- Company: Join Changan, a leading global automotive manufacturer with a commitment to innovation and sustainability.
- Benefits: Enjoy a competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Shape the future of customer care in a pioneering company while making a real impact.
- Qualifications: Experience in customer service or escalations, strong communication skills, and a proactive mindset required.
- Other info: Be part of a growing team as we launch operations across Europe in 2025.
The predicted salary is between 28800 - 48000 £ per year.
About Changan
Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.
We are seeking a Customer Escalations Coordinator to support the Customer Care team in the UK. Responsibilities include coordination of data across all call centres and implementing quality of service, customer retention, and customer satisfaction. Reporting to the Customer Care Manager, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Escalations Coordinator, you’ll have the unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK.
This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.
- Proven work experience in customer escalations or similar role.
- Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
- Confident to work on the database systems.
- Excellent interpersonal, communication and relationship building skills with the confidence to communicate with customers, external partners, and peers in an articulate manner.
- Represent the business values and customer experience to each customer by resolving complex complaints in a timely, positive way.
- Must have strong communication skills across all channels of customer contact: outbound phone calls, emails, letters, and exceptional times face to face meetings.
- Confidently communicate with dissatisfied customers and clearly set expectations and always keep promises in re-contacting through exceptional time management.
- Gather all necessary information from the customer, network, and internal departments to make commercial, customer friendly decisions to drive retention.
- The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development.
- Deal with high level cases including working with our legal department and Service Quality division to comply with all procedures.
- Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
- Utilise the goodwill budget in a consistent, sensible way to help our customers when there is a clear justification.
- Take ownership for escalated, high-cost contacts from the network to ensure all process is adhered to and a timely resolution.
- Able to work independently to make sound business decisions with customers to drive retention and protect the brand.
- Take responsibility for all requests from data protection teams on all subject action requests or data breaches, ensuring completed within the necessary timeframes.
Competitive, rewarding compensation package, based on your qualifications and experience.
Customer Relationship Co-ordinator - Sales employer: Changan UK R&D Centre Limited
Contact Detail:
Changan UK R&D Centre Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Co-ordinator - Sales
✨Tip Number 1
Familiarise yourself with Changan's brand values and customer service philosophy. Understanding their commitment to quality and innovation will help you align your approach when discussing how you can enhance customer satisfaction.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully resolved customer escalations. Highlighting specific situations where you improved customer retention or satisfaction will demonstrate your capability for this role.
✨Tip Number 3
Showcase your communication skills by practising how you would handle difficult customer interactions. Being able to articulate your thought process on managing complaints will impress during any discussions with the hiring team.
✨Tip Number 4
Research common challenges in customer service within the automotive industry. Being knowledgeable about potential issues and having proactive solutions ready will set you apart as a candidate who is prepared to contribute from day one.
We think you need these skills to ace Customer Relationship Co-ordinator - Sales
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and escalations. Use specific examples that demonstrate your ability to handle complex complaints and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and adaptability. Explain why you are excited about the opportunity at Changan and how your background aligns with their values and goals.
Highlight Relevant Skills: In your application, emphasise your interpersonal skills, ability to work under pressure, and experience with database systems. Mention any specific tools or software you are familiar with that could be beneficial for the role.
Showcase Problem-Solving Abilities: Provide examples of how you've successfully resolved customer issues in the past. This will demonstrate your capability to handle escalated cases and contribute positively to customer retention.
How to prepare for a job interview at Changan UK R&D Centre Limited
✨Showcase Your Customer Service Expertise
Make sure to highlight your previous experience in customer escalations or similar roles. Be prepared to discuss specific examples where you successfully resolved complex complaints and improved customer satisfaction.
✨Demonstrate Strong Communication Skills
Since the role requires excellent interpersonal skills, practice articulating your thoughts clearly. Prepare to discuss how you've effectively communicated with customers and colleagues across various channels, including phone calls, emails, and face-to-face meetings.
✨Be Ready to Discuss Process Improvement
Changan values proactive problem-solving. Think of instances where you've identified process gaps and implemented solutions that enhanced customer experience. Be ready to share these examples during your interview.
✨Exhibit Flexibility and Adaptability
The role demands a flexible approach to work, especially when balancing priorities under tight deadlines. Prepare to discuss how you've managed competing tasks in the past and how you adapt to changing circumstances.
