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- Tasks: Deliver top-notch customer service and resolve complaints for a luxury automotive brand.
- Company: Join a prestigious European luxury manufacturer known for innovation and engineering excellence.
- Benefits: Enjoy a competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Be part of a brand that values quality and customer dedication while enhancing your problem-solving skills.
- Qualifications: Experience in B2C customer service, strong communication skills, and a customer-focused mindset required.
- Other info: Weekend work once a month is needed; knowledge of FCA regulations is a plus.
The predicted salary is between 26000 - 27000 £ per year.
An exciting opportunity has arisen to join a prestigious and globally renowned premium automotive brand. This role focuses on delivering first-class customer service and resolving complex complaints, ensuring every customer receives a high-quality experience aligned with the company's commitment to excellence and innovation.
The client is an iconic European luxury manufacturer, known worldwide for its high-performance, distinctive design, and commitment to engineering excellence. With a rich heritage and a forward-thinking approach to innovation and sustainability, the brand is a symbol of quality, precision, and customer dedication.
Responsibilities:
- Handle incoming customer enquiries and complaints via phone, email, and digital channels.
- Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.
- Act as the customer's advocate, ensuring a positive and empathetic experience at every stage.
- Liaise with internal departments and external partners to coordinate solutions.
- Maintain accurate records of all interactions and case resolutions using CRM systems.
- Provide feedback and insight to help enhance products, services, and processes.
- Support continuous improvement initiatives within the customer service function.
- Represent the brand with professionalism, discretion, and a passion for quality.
Profile:
- Proven experience in a B2C customer service or complaints role, ideally within luxury or a premium consumer brand.
- Strong communication and interpersonal skills, with the ability to handle sensitive issues calmly and professionally.
- Excellent problem-solving abilities and attention to detail.
- Confident in managing complex cases and negotiating resolutions.
- Skilled in using CRM software and digital communication tools.
- Customer-focused mindset with a natural ability to build rapport and trust.
- Highly organised with the ability to manage a varied workload under pressure.
- Knowledge of FCA regulations and customer rights is advantageous.
You will be able to work a weekend once a month/once every 4 weeks.
Salary of circa £26,000 - £27,000 dependant upon experience.
B2C Customer Service and Complaints employer: Michael Page
Contact Detail:
Michael Page Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land B2C Customer Service and Complaints
✨Tip Number 1
Familiarise yourself with the luxury automotive industry. Understanding the brand's heritage, values, and commitment to quality will help you connect with their ethos during interviews and discussions.
✨Tip Number 2
Brush up on your knowledge of FCA regulations and customer rights. Being well-versed in these areas will not only boost your confidence but also demonstrate your commitment to providing compliant and high-quality service.
✨Tip Number 3
Practice your problem-solving skills by role-playing complex customer scenarios. This will prepare you for the types of challenges you might face in the role and show your potential employer that you're ready to handle difficult situations.
✨Tip Number 4
Network with professionals in the luxury customer service sector. Engaging with others in the field can provide valuable insights and may even lead to referrals or recommendations for the position.
We think you need these skills to ace B2C Customer Service and Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in B2C customer service or complaints, especially within luxury brands. Use specific examples that demonstrate your problem-solving skills and ability to handle complex cases.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the brand's commitment to excellence. Mention how your skills align with the job requirements and express your enthusiasm for the role.
Highlight Relevant Skills: In your application, emphasise your strong communication and interpersonal skills. Provide examples of how you've successfully managed sensitive issues and built rapport with customers in previous roles.
Showcase Your Knowledge: If you have knowledge of FCA regulations and customer rights, make sure to mention this in your application. It shows that you are well-informed and prepared to handle customer enquiries in compliance with industry standards.
How to prepare for a job interview at Michael Page
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in B2C customer service or complaints, especially within luxury brands. Highlight specific examples where you successfully resolved complex issues and delivered exceptional service.
✨Demonstrate Problem-Solving Skills
Think of scenarios where you had to investigate and resolve complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and attention to detail.
✨Emphasise Communication Abilities
Since strong communication is key in this role, practice articulating your thoughts clearly and empathetically. Be ready to explain how you build rapport with customers and handle sensitive situations professionally.
✨Familiarise Yourself with FCA Regulations
Brush up on your knowledge of FCA regulations and customer rights. Being able to discuss these topics confidently will demonstrate your preparedness and understanding of the industry standards expected in this role.
