Conduent Fleet Customer Care Manager - Customer Care Associate III in Poole, United Kingdom

Fleet Customer Care Manager - Customer Care Associate III

Description

Fleet Customer Care Manager - Customer Care Associate III

PSA are manufacturers of cars, primarily Peugeot, Citroën and DS Automobile and sell over 3 Million cars worldwide. As a great car maker with cutting edge efficiency and the preferred mobility services provider worldwide, they are also the European leader in reducing CO2 emissions and the 2nd largest automaker in Europe.

At Conduent we represent the car manufacturer with customer queries and knowledge, presales and aftersales support. We work in partnership with the dealerships to ensure that customer receive great service and promote the reputation of the three brands. We keep the customer needs at the heart of what we do.

PSA Group contract is an expanding global contract for Conduent; as well as the UK Conduent is currently supporting PSA in Netherlands, France, Spain, Brazil and Argentina. Shortly this will expand to Germany, Italy, and Turkey.

Purpose of Role:

  • Provide pro-active customer support via multiple touch points (e.g. agent coaching, escalations, outbound and inbound calls, e-mail and chat).

  • Accurately log customer and product information into our system.

  • Proactively develop your own and others skills and knowledge through effective use of systems.

  • Understanding customer care and apply to all customer touch points.

  • Share knowledge gained with team through effective knowledge transfer.

  • Maintain the highest standard in personal KPI targets as defined.

  • Resolve high level complaint issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner.

  • Achieve customer targets by resolving customer issues in a timely manner

  • Knowledge proactively shared with the business and T1 agents and captured in a formal manner.

  • Actively coach and support Team in delivering the best customer experience.

  • Become Experts in all T1 and T2 processes.

  • Be a role model.

  • Test new tools and services for the client as required.

What we’re looking for

  • Proven experience of delivering PSA Customer Care excellence.

  • “Best in business” written and verbal communication skills in English.

  • Analytical thinker with excellent problem solving skills.

  • Comfortable with technology and relish new challenges and opportunities.

  • Ability to self-manage and accurately prioritise work load – actively looks for work.

  • Keen to help others to be the best in the business by putting the customer first.

  • Team driven – understands that your own success depends on the success of others.

  • Have excellent time management skills

  • Have previous experience in an administration role

Dimensions and Organizational Relationships:

  • You will be reporting to the Customer Care Team Leader.

  • The role will be based at our Conduent Call Centre located between Bournemouth and Poole with excellent transport links to both town centres.

What we provide you with:

  • Permanent contract of employment

  • Full-time employment, guaranteed 37.5 hours per week

  • Performance based bonus

  • 28 days paid holiday per annum inclusive of bank holidays.

  • Annual holiday increasing with years of service

  • Workplace Pension-Automatic Enrolment

  • Life Insurance scheme

  • Employee Assistance Phone line

  • Discounted Corporate Gym membership

  • Free eye test

  • Childcare vouchers

  • Employee discounts

  • Access to comprehensive learning, training and development

About Conduent:

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernises these interactions to create value for both our clients and their constituents. Learn more at Conduent.com

Job Customer Care

Primary Location United Kingdom-Poole-Poole

Organization Europe

Unposting Date Ongoing

Req ID: 18015142