CX-Universal Agent - Norwegian Bilingual
Norwegian CX Universal Agent (Automotive Call Centre)
Location – Dunton, Essex SS15
Salary - £32,000 per annum
Hybrid Working – 1 day office/4 days home.
Hours of operation are 7am – 8pm working 8hr shifts, Lates and Saturdays included.
At Percepta, we bring first-class service across each market we support. As aUK only basedNorwegian CX Universal Agent, you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing:
Implement our client’s Norway customer care strategy in the UK, by telephone and written customer and dealer contact to ensure customer satisfaction.
- Ensuring accessibility and handling of incoming contacts (telephone, written, live chat)
- Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm through ownership of the contact.
- Act as a resource of all product knowledge and service support.
- Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
- Explanation of the range of products and accessories
- Support in the event of late delivery of new vehicles and spare parts.
- Support for mobile communication inquiries (SYNC, Bluetooth, OTA, client software applications, connected vehicles and our client’s Connected Wallbox)
- Support for dealer and end-user inquiries about battery-powered vehicles.
- Support and assistance for Small Fleet, Large Fleet, our client’s Liive Centre, CRC, BEV, OTA, & other software applications,
- LiveChat, social media, Online Sales Support, EO - Teams Norway
- Review and assistance with goodwill, warranty inquiries and technical complaints in cooperation with our client’s dealers and the specialist departments of the respective FMC.
- Examination and assistance with dealer and end-user inquiries (by telephone, in writing) regarding goodwill and warranty inquiries
- Review and approve goodwill requests as part of the Customer Loyalty Program.
- Act as a liaison between customer, Sales, Technical hotline, PD, Warranty support and dealership by following up to ensure customer satisfaction.
- Responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
- Exhibit strong follow-up and organizational skills, in both verbal and written communication.
- Responsible for resolving customer issues using all available resources, including Dealers, Subject Matter Expert’s, Field Managers, Stakeholders, Knowledgebase.
- Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
- Responsible for documenting customer inquiries and concerns using CRM tool.
What You Bring to the Role:
- Further Education, College or similar experience
- Practiced experience in a Contact Centre or Customer Service role.
- Strong customer service, interpersonal and relationship building skills
- Strong conflict resolution skills
- Ability to influence the opinion of others through verbal and/or written correspondence
- Excellent oral and written communication skills, with good command of grammar and punctuation
- Resilience and a calm demeanor with the ability to work under pressure.
- Excellent attention to detail and practiced active listening skills.
- Excellent time management and ability to prioritise projects and customer needs.
- Exercise good service and business judgment with end goal of customer satisfaction.
- High levels of trust and integrity
- Ability to work with multiple systems
- Working knowledge of MS Office, email, text messaging and chat
- Dealing with the Microsoft Office package and other personal computer skills
What You Can Expect:
- Life Assurance 4 x annual salary,
- Contributory pension scheme,
- Private medical insurance
- Comprehensive travel insurance for you and family in line with Scheme rules.
- Annual Leave is 30 days in total, including Norwegian public and bank holidays.
- Discounted dental scheme,
- Discounts on brand new vehicles
- Employee Assistance Program (EAP).
- Free eye test with money towards new prescription glasses.
About Percepta:
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organisation, and we live, breathe, and play by them everyday.
As a Percepta team member, you can expect:
Culture of Service – to be treated like you are the customer from day one
Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect– a team that is accountable, dependable and gives you their full attention
Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
CareerGrowth – lots of learning opportunities for aspiring minds
Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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