The Driver Services team is responsible for providing excellent customer service to all Drivalia drivers through our call centre Department. Candidates must be highly driven, self-starters with excellent communication and administrative skills, who have the ability to work as part of a team.
Key Responsibilities :
- Candidate must be able to manage a high volume of inbound and outbound calls whilst promoting and maintaining a high level of customer service
- Handle customer and supplier inquiries both telephonically and by email as per agreed performance levels
- Ensure that the department KPI’s are adhered to with response time to phone calls, e-mails, and scheduled vehicle maintenance
- Manage vehicle mechanical repairs and routine maintenance, in accordance with the manufacturer’s service requirements and customer’s set parameters
- Maintain a high level of detail and keep the database and any relevant record up to date
- Respond and resolve issues quickly and efficiently, meeting our customers’ needs at all times
- Assist the team to deliver on company objectives and fleet requirements
- Responsible for escalating all queries outside the service levels to the Team Leader/Manager
- Maintain excellent working relationships with internal departments and external contacts
- To work in partnership with the Team Leader/Manager and colleagues to deliver the highest level of customer service to all customers
- Additional duties or projects as requested by the Team Leader/Manager
Key Capabilities :
- Previous call centre experience or customer service skills is required
- Interest/knowledge of the motor industry or maintenance control experience
- Administrative and computer skills, with high standard of accuracy
- Ability to work under pressure in a high volume and demanding environment
- Ability to meet deadlines and quick query resolution
- Ability to work and contribute within a team environment
- Professional, courteous, calm and efficient
- Self-motivated, positive individual with drive, enthusiasm and commitment
- Strong interpersonal skills with a problem-solving ability
Job Types: Full-time, Permanent
Benefits:
- Bike to work scheme
- Company pension
- Employee assistance program
- On-site parking
Work Location: In person
