Job Title:

Honda Escalation Specialist

Job Description

The Escalation Specialist will be responsible for ensuring that all customer escalations and complaints are managed in a professional and efficient manner in order to meet the established requirements, as well as reduce the amount of escalations reaching Customer Relations in the UK Branch. The Escalation Specialist will strive for continuous improvement and demonstrate ownership of customer issues and act as a senior specialist and second level support for the Honda UK CSR team.

Responsibilities:

• Manage escalated cases, enquiries and complaints, from the first level support and handle them in a timely and qualitative manner;
• Answer possible phone calls from customers chasing their cases;
• Conduct outgoing calls to customers and dealers for case investigation, troubleshooting, and resolution;
• Gather all necessary information from the customer, Dealer network and internal departments in order to make commercial, customer friendly decisions to drive retention;
• Provide dealer support through emails for any queries regarding customer complaints and other cases, as per the agreed processes between the two parties (CNX and Honda);
• Provide and demonstrate excellent customer service soft skills through all channels of communication;
• Provide support to all agents for difficult cases and angry customers that want a higher level of Customer Care support.

Requirements:

• Bachelors` or Master’s Degree
• Strong leadership and mentoring skills, ability to give guidance and support to others
• Excellent investigation skills & process & quality oriented
• Excellent communication and negotiation skills and telephone manner.
• Ability to quickly resolve problems effectively and to quickly make decisions to support customer queries
• Ability to work in a team and effectively interact with employees at all levels of the account
• At least 2 years of experience in and deep understanding of contact center functions, quality management, customer service and the BPO sector
• Previous experience in complaint handling, escalations and complex case handling will be considered an advantage
• Good MS Office applications skills
• Fluency in written and spoken English

Why work for Concentrix?

We provide a clear path to career development and offer support, advice and coaching every step of the way. Some of our other benefits include:

• To be part of the Gold Award winner company in the category “Employees at the heard of everything” for large companies at the South East Europe customer service awards 2020
• Opportunity develop your career in a global company of over 225,000 employees across more than 40 countries
• Free additional medical and dentist insurance
• Transportation allowance
• Multisport card discount
• Refer a friend bonus – one of the biggest at the market
• Corporate discounts
• A bright, modern brand-new modern office with convenient location next to metro station
• Relocation support if needed

Location:

BGR Sofia - Advance Business Center

Language Requirements:

Time Type: