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Micheldever Tyres is looking for a customer focused Customer Contact Sales Advisor to handle inbound customer service calls quickly and efficiently, converting enquiries into bookings or sales. Look after live chat enquiries through our website, manage inbound email enquiries and complaints, manage inbound social media enquiries and complaints and set up and update customer records, maintaining the CRM database.
Track, monitor and resolve complaints to maintain customer service standards and maintain superb online reputation by picking up on negative and positive online reviews and resolving them with the help of the operations team. Answering Telephone, Live chat, Email enquiries/ complaints and Social media enquiries/ complaints quickly and efficiently, demonstrating customer empathy - looking after the customer’s journey.
- Location: Hybrid role working 1 day in Southam, 4 days WFH
- Must have: Due to the nature of the business, you must be able to work a shift pattern which will include weekend and bank holiday hours.
- Benefits: Staff discounts on servicing, tyres and MOTs. Retail vouchers, Finder’s fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhance Maternity and Paternity, Cycle to Work, Charity Match.
About the role:
- Handle inbound customer service calls
- Look after live chat enquiries through our website
- Manage inbound email enquiries and complaints
- Manage inbound social media enquiries and complaints
- Deal with unsubscribe request following processes and procedures outlined by the Database Marketing Manager and Data Protection Officer
- Support Centres with customer enquiries, issues and complaints
- Assist with outbound follow-up calls for vehicle reminder programs
- Demonstrate confidence on the phone and in written form
- Fulfillment of telemarketing activity (i) making outbound calls, converting warm leads through building relationships with customers (ii) Handling inbound sales calls
- Assist where necessary with marketing admin
- Complete relevant administrative duties as required
About you:
- Some experience of a customer service facing role in a fast-paced environment, essential
- Experience of working in a similar role, desirable but not essential
- Proficient experience of MS Word, Excel, Outlook, CRM systems, Social media sites, Online platforms (Support desk/Review sites)
- Ability to provide a high standard of customer service
- Strong verbal, written and listening communication skills
- Planning and organizational skills
- Work well within a team and on your own initiative
About our company:
Micheldever Tyre Services (MTS) was founded in 1972 as a part-time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide, (20 percent of the total UK market) and employing approximately 2100 employees company wide.
To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing.This is achieved by skilled, focused and determined teams across 1 central distribution and 13 warehouse operations nationwide.
