CX-Universal Agent - Norwegian Bilingual

Basildon, England, United Kingdom

11/7/2024

Norwegian Universal Agent (Call Centre)

Location – Dunton, Essex SS15

Hybrid Working – This role requires you to be hybrid working 1-2 days per week in the office.

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 a Norwegian CX Universal Agent in the UK , 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 telephone and written customer and dealer contact to ensure customer satisfaction.

During a Typical Day, You’ll

• 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.
• Excellent communication skills
• Working knowledge of MS Office, email, text messaging and chat
• Dealing with the Microsoft Office package and other personal computer skills
• Ability to work with multiple systems
• Conflict resolution skills, ability to work under pressure and calm demeanor
• Time management and ability to prioritise projects and customer needs.
• Demonstrate a high level of trust and integrity
• Excellent oral and written communication skills, with good command of grammar and punctuation
• Excellent attention to detail and practices active listening skills.
• Strong customer service, interpersonal and relationship building skills
• Time management and ability to prioritise projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with end goal of customer satisfaction.
• Ability to influence the opinion of others through verbal and/or written correspondence
  
  

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 every day.

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

Career Growth – 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.

GB-Essex-Basildon