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Customer Relations Co-ordinator

Date: 04-Jan-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Customer Relations Co-ordinator 
Department:UK - Customer & Aftersales (30000008) 
Job Location: Bracknell (UK-BRCK) 

Role:

The Customer Relations Co-ordinator 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 all customer and Dealer relationships across the entire product range in any complaint situation.

 

The ideal candidate will have excellent problem solving skills which facilitates key decision making on behalf of Honda. Also be great at building relationships with customers, all internal departments and key stakeholders. In addition, this associate will be a pivotal link within the Customer and Aftersales department, the dealer network and the Area Field team and be able work to very tight deadlines.

 

The role will require the individual to support both our external and internal customers and deliver a customer service to the set Service Level Agreement (SLA) as published within the “Customer Promise”.

Main Responsibilities:

  • Represent Honda values and customer experience to each and every customer and Dealer contact by resolving any complaint in a timely, positive way.
  • Have excellent communication skills across all channels of customer contact: phone, email, letters, social media and at times face to face meetings.

    Confidently communicate with upset customers and clearly set expectations and always keep promises in re-contacting through exceptional time management and excellent communication skills.

  • Carefully manage complex customer cases, working with different areas of the business in order to resolve the case in a quality, timely manner.
  • Deliver a level of customer service, both internal and external, 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. The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development
  • Ensure the ‘Customer Promise’ programme meets both customer and business requirements.  Specifically building dedicated relationships between the Customer Relations Team, Area Manager Teams and Dealers.
  • Ensure all customers are empathised with and provide customers with a positive response and where possible a ‘first time fix’ of their concern. Improve responses to increase % of ‘first time fix’.
  • Have great time management skills in order to prioritise many tasks under a busy environment and deal well with high pressure situations.

Qualifications, skills and experience required:

  • Graduate or equivalent experience.
  • Excellent interpersonal, communication and relationship building skills
  • Attention to detail
  • Confident, assertive and professional manner when in challenging situations
  • Logical and confident decision maker
  • Highly Articulate and a Challenging Spirit
  • Ability to communicate effectively business challenges at all levels.
  • Proven ability to think outside the box to solve customer problems.
  • Juggle multiple priorities whilst providing excellent service
  • Committed to a high level of customer service.

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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