We are looking for an enthusiastic, bubbly and customer focussed individual to join our Customer Relationship Management Team as a Digital Contact Executive based in Falkirk. In a fast paced environment where the customer is at the heart of everything we do, you will play a vital role in dealing with all digital activities and enquiries.

Responsibilities

Reporting to the Customer Experience Manager, responsibilities will include:

  • Delivery of Customer Experience Values in keeping with the Peoples Ford Brand
  • Handling all customer enquiries from all digital channels (Peoples & Ford Website, 3RD Party Websites, Social Media, SMS, livechat) within targeted timeframes/SLA’s.
  • Ensuring Sales appointment and conversion targets are met.
  • Handling all Ford Mystery Shops via Digital Channels to ensure pass results achieved.
  • Providing an out of business hours communication channel for Peoples Ford Customers via livechat/SMS; on a rotational basis between 7-10pm.
  • Upsell of additional products and services
  • Assist with any adhoc Direct Marketing campaigns.
  • Ad-hoc and seasonal service marketing initiatives (e.g. winter health checks).

What you’ll have:

  • Previous customer service experience and an ability to deliver 5 star customer service on every occasion
  • Attention to detail and accurate data entry
  • Excellent telephone manner & communication skills.
  • Initiative and a positive can do attitude.
  • Excellent communication and listening skills.
  • Able to work well within a fast paced and targeted environment
  • Must be PC literate and able to deal with enquiries via multiple social channels

Hours

Full time role (39 hours per week) on a rota basis between CX opening hours of:

Monday to Friday- 8am to 6pm

Saturday - 8am to 5pm

Sunday- 11am to 5pm

Shifts cover 5 days per week including 4 weekdays plus 1 weekend day.

Please note that the Digital CX Role requires out of hours Digital Cover between the hours of 7-10pm. This covers is required 7 days per week and works on a rotational basis between the 4 members of the Digital team. An additional salary payment is paid each month in line with the out of hours, hours worked in the payroll period.

Rewards and Benefits:

  • Salary £18,070 per annum
  • OTE up to £22,500 per annum (plus LiveChat overtime)
  • Discounts on all company products and services, including offers which are exclusively available to Peoples and Ford employees on the best range of Ford vehicles
  • 30 days annual leave
  • Instant membership to our dedicated Employee Assistance Programme
  • Instant access to the Peoples RAF programme
  • Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee with no spending limits
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    Working Hours 39 hours per week
    Location Falkirk
    Salary OTE up to £22,500
    Benefits Competitive
    Closing Date 21/01/2022
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