Concentrix - LUTON - Swiss French Customer Service (Automotive)

Type stilling: Permanent
Sted: Bedfordshire - South East, United Kingdom, Luton
Lønn: Competitive + Relocation Support
Språk: Engelsk, Fransk


  • Navn:
    Concentrix - LUTON
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Concentrix work in partnership with a large global automotive company providing customer support through their dealer network.

Responsibilities include:

• Handle native language customer contacts, including responding to incoming phone calls and written correspondence.
• Delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner
• Meet standards in volume, quality, performance & attendance.
• Understanding and resolving the customer request, or creating & agreeing action plans to lead to resolution.
• Accurate logging of all contacts and following up on action plans using a case management system
• Where necessary liaising with business partners - i.e. Dealers, Field Managers and internal departments to develop service request resolutions & action plans.
• Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria.
• Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
• Performs other related duties, as assigned, flexibility towards work schedules/shift patterns.

Minimum Skills

• Minimum 12 months’ experience in a customer service role.
• Spoken and written language skills to native standard in English & (Swiss) French (including business correspondence), thorough understanding of the native culture.
• Good computer literacy - competent in the main Microsoft Office programmes and Internet Explorer
• Demonstrated ability in using communication applications such as telephony equipment
• Ability to type a minimum of 35 words per minute.

Soft Skills

• Customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
• Excellent written and verbal communication skills in native language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
• Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
• Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
• Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.

• Bright, modern, exciting place to work with excellent staff facilities.
• Subsidised canteen with a 24/7 café at one of our sites.
• Costa Coffee Bar.
• Games area.
• 28 days annual leave.
• Client Discounts.
• Multicultural, multilingual environment.
• Employee discounts scheme.
• Pension scheme.
• Excellent relocation package.
• Annual Reward & Recognition Ceremony.
• Professional development opportunities.

Why Luton?
Luton is a vibrant, multicultural and exciting place to live. With excellent links to travel abroad and only a 30-minute train ride into the city of London. Luton is based in the heart of Bedfordshire, with surrounding countryside. St Albans is a short drive away and boasts a wealth of history dating back to Roman times. Milton Keynes is another great city which is north of Luton, with fantastic shopping facilities, a skiing centre, 4D Cinema and many fantastic restaurants.

We welcome all new team members with relocation assistance
• Reimbursement of initial travel costs to Luton up to £250
• 7 nights in a local accommodation upon arrival
• Support in finding accommodation, opening bank accounts and requesting National Insurance Numbers
• Advance in wages of up to £400 to help with first month’s rent and deposit.

Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in Europe (EEA) may apply.

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