At a Glance
- Tasks: Deliver exceptional customer support via calls, emails, and live chat.
- Company: Join the Ford Liive Centre's dynamic SWAT team.
- Benefits: Gain valuable experience in a fast-paced, collaborative environment.
- Other info: Flexible hybrid working arrangement with opportunities for growth.
- Why this job: Make a real difference for customers while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25200 - 30800 £ per year.
CX Specialist SWAT – 6 Month Contract
Location
Dunton
Working Arrangement
- Hybrid
- About the opportunity
- We are looking for an experienced and customer-focused
Customer Experience Specialist (CXS) to join our SWAT team on a 6-month contract within the Ford Liive Centre.
As a CX Specialist SWAT, you will provide exceptional frontline support to our
Commercial Vehicle and Fleet customers , responding to changing team workloads and providing support wherever it is needed most.
This is a varied role where you could be supporting customers through inbound calls, emails, live chat and outbound case activity , as well as assisting with inbox management, absence cover and deeper reviews of different case types.
Key responsibilities
- Deliver an exceptional customer experience by taking ownership of customer contacts and building strong relationships.
- Handle inbound calls, emails and live chat in a professional and customer-focused manner.
- Resolve customer issues using available resources, including Dealers, Subject Matter Experts, Field Managers and other stakeholders.
- Act as a key liaison between customers, Sales, Technical, Warranty, Product Development and dealerships.
- Ensure effective follow-up and keep customers and dealers informed throughout the resolution process.
- Accurately document customer enquiries and concerns using CRM systems.
- Review ageing and high caseloads and provide feedback to Supervisors and Leads.
- Support team members with workload, sickness and absence cover.
- Provide coaching and feedback to new colleagues where required.
- Support training and knowledge sharing around emerging or known vehicle issues.
About you
We're looking for someone who
- Has experience in a
Contact Centre or Customer Service environment .
- Has an appreciation for or passion for the
Ford brand, Fleet or Commercial Vehicles .
- Demonstrates excellent customer service and relationship-building skills.
- Has strong verbal and written communication skills and excellent attention to detail.
- Can actively listen, manage challenging conversations and resolve customer concerns effectively.
- Is organised, resilient and able to prioritise in a fast-paced environment.
- Can work confidently across multiple systems and screens, with good working knowledge of MS Office, email, texting and chat.
- Demonstrates professionalism, trust and integrity when working with customers and internal stakeholders.
Is a strong team player who is willing to provide support wherever it is needed.
Why join the SWAT team?
This
6-month contract offers the opportunity to broaden your experience, work across different areas of the operation and make a real difference to our customers and colleagues.
You'll be part of a dynamic team where flexibility, collaboration and customer focus are key.
Customer Experience Specialist, UK & DE in Basildon employer: Percepta
Joining the Ford Liive Centre as a Customer Experience Specialist offers a unique opportunity to be part of a dynamic and supportive team dedicated to delivering exceptional service. With a hybrid working arrangement, employees benefit from flexibility while engaging in meaningful work that directly impacts customer satisfaction. The culture promotes collaboration and growth, ensuring that every team member has the chance to develop their skills and contribute to the success of the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist, UK & DE in Basildon
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Percepta.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Percepta. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Specialist, UK & DE in Basildon
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Percepta.
How to prepare for a job interview at Percepta
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Percepta's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Percepta offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
