Customer Service Agent

At Windsor Motors, we want our customers to have a best-in-class customer service experience. We pride ourselves on our excellent standard of customer care. At Windsor we have been helping customers to buy and look after their cars for over 50 years. Whether you are looking for a new or used car, or need servicing or repairs for your current vehicle, you can trust us to give you the very best service.

To further the care we provide to our customers, and to ensure that it is consistent across the Group, we have designed a new customer contact team that will deliver enhanced experiences to our customers across our dealerships, enabling us to build on the fantastic support we have given our customers over the years. To support us in this new venture we are looking for a number of operational roles.

Principle Job Purpose:

Reporting to the Senior Team Leader – Windsor Motors Customer Hub, situated in ParkWest, Dublin 22, the purpose of the role is to handle a variety of customer queries received via telephone, email, and webchat to support a variety of product and service offerings for the Windsor Motor dealerships, working with other Windsor teams and external partners.

Hours of Attendance:

The hours of attendance are based on a 39-hour week. The current working hours are 8:30am to 5:00pm, though in time these may be staggered within the hours of 8.00am-6.00pm Monday to Friday and 9.00am to 1.00pm Saturday.

About the role:

The Customer Hub Agent position is an integral role within the team, delivering front line, best-in-class customer service and support to Windsor Motor customers, both internal and external. You will have the great opportunity to be involved at the beginning of the formation of a new centralised team and share your insights and experience in continuously improving the quality of our customer care.

Responsibilities:

  • Handle customer queries received via multiple channels, across a variety of product offerings and services for Windsor customers.
  • Understand and respond to customer needs and ensure that the response is dealt with appropriately to exceed the customer’s expectations, delivering high-quality customer service.
  • Be a customer advocate for driving change which enhances customer experience on every interaction.
  • Escalate any customer concerns, issues, or opportunities appropriately to the team leader for further support to maintain our high quality service.
  • Work as part of a dynamic and continuously evolving team and support the team to meet their daily standards.
  • Display personal ownership in handling all customer queries, connecting with other individuals across the Windsor dealerships and using all available resources.
  • Work closely with all other relevant customer service areas and support.

  • Knowledge and skills:

    You are highly motivated and passionate about delivering an exceptional customer service. You will have solid customer service experience, preferably in a contact centre environment, with an aptitude both in listening to and understanding a customer’s needs and skilfully communicating in a professional and personable manner. Strong time management skills are essential to ensure all our customers queries are handled efficiently and effectively and ultimately brought to a satisfactory conclusion. You are confident and adept at working in a changing environment and identifying additional services which may add value and support.

    We like people with good, proven experience, but we value the right attitude and commitment above all else.

    Critical Skills:

  • Customer & quality focused
  • Building & maintaining relationships
  • Good Communicator
  • Attention to detail
  • Critical thinking and analytical skills, data driven
  • Change Management
  • Flexibility to learn new skills
  • Strong team player.
  • Windsor Motors is an equal opportunities employer and the successful candidate will be joining Ireland’s largest Motor Group.

    Ref: customer-service-agent

    Working Hours 08:30 - 17:00
    Location Windsor Customer Hub, Park West
    Salary DOE
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