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Call Centre Advisor - Technical Repair Desk

Appcastenterprise
Job LocationWalsall
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

RAC are now recruiting for a Technical Support agent to join the Repair Desk Team in Bescot on a 6 months, fixed term contract.You will oversee and manage potential repair opportunities in ICAD from proactive intervention in PT/SS/FB queues prior to resource dispatch and Support Patrols working Roadside with repair opportunity enquiries, work to deliver a decrease in cost per Sbthrough increased RRFT rates while making outbound calls to customers, main dealers and the RAC approved garage network to resolve any outstanding concerns.This is a full-time role with different working shifts between the hours of 08.0021.00 across 7 days a week.Role Purpose;

  • Ensure all repair management cases are monitored and progressed, updating all involved and recording on the shared monthly repair desk spreadsheet
  • Accurate and timely action to be taken on all repair opportunities
  • Proactively chase dealer and approved repairers for repair times to minimise downtime and manage budget spend (hotel accommodation / Hire cars etc)
  • Escalate lengthy repair times to all relevant parties to focus efforts on improving response times
  • Achieve individual and department KPIs and quality measures
  • Ensure any written communication reinforces the Brand
  • Build and update product and process knowledge
  • Build relationships with repairers/suppliers involving them in all matters relating to the customer/ business
  • Outbound calls to customers, dealers, and approved repairers/ Parts suppliers when necessary
  • Work as part of a team to drive improved performance
We are looking for someone who holds an NVQ Level 2 in Light Vehicle Repair as this is essential for this role.The ideal candidate f will have outstanding customer service skills and experience of working within a contact centre environment. You will feel confident going that extra mile for the customer and taking every step possible to resolve any issues as efficientlyand effectively as possible. You will be required to demonstrate accuracy and have a high attention to detail to minimise any errors. From time to time, you will need to speak with internal and external colleagues so must be able to build and maintain professionalrelationships well. You can expect to be working with your team closely and must be willing to support others and provide flexibility in your approach to managing workload.

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