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Contract- Automobile Customer Relations Advisor

Date: 12-Aug-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Contract- Automobile Customer Relations Advisor 
Department:UK - Customer & Aftersales 
Job Location: Bracknell 

Role: 

The Customer Relations Advisor is a key role within the Honda business by representing Honda’s values and great customer experience. This role is instrumental in influencing customer retention in the network by making good sound business decisions to help the customer along with commercial factors.

 

The role manages the customer service relationship with our Automobile customers when their expectations have not been met.

 

The ideal candidate will have great customer service skills and experience in handling level 1 complaints from customers, showing empathy and understanding to provide a great customer experience.

 

Main Responsibilities: 

  • Represent Honda values and customer experience to each and every customer contact by resolving any complaint in a timely, positive way.
  • Have great communication skills across all channels of customer contact including phone, email and letters.
  • Confidently communicate with upset customers and keep promises to call them back when requested.
  • Deliver a level of customer service, as set within the “Customer Promise” Service Level Agreement (SLA) by supporting the Customer Relations Team on a daily basis.
  • Gather all necessary information from the customer, Dealer network and internal departments in order to make commercial, customer friendly decisions to drive retention.
  • Ensure all enquiries are recorded onto the customer tracking system and coded correctly.
  • Have great time management skills in order to prioritise many tasks under a busy environment.

Qualifications, skills and experience required:

  • Experience of customer service either over the phone or face to face
  • Excellent interpersonal, communication and relationship building skills
  • Attention to detail is a must
  • Proven ability to think outside the box to solve customer problems.
  • Committed to a high level of customer service.
  • Focused individual who can multi task and is comfortable working on their own within a team
  • An excellent team player who can add value to the team by working in a positive way
  • Experience of written and verbal communication with customers
  • Highly organised individuals who can work to strict deadlines

Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.

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