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Bentley - Customer Service Executive - Arabic with English

106-088

As a CRE (CC Advisor) for Bentley, you will be responsible for ensuring all key performance measures are met.

As a member of the Bentley Contact Centre team in Manchester, you will handle all contacts (Inbound & Outbound) direct from customers on behalf of Bentley through a range of multi-channel sources (Phone, Mail, Email, Social Media, Bentley App). You will support the team by providing both customer journey management and prospecting communications as well as working closely with the Bentley dealer network.

You will be competent in answering all customer queries from the most basic to complex technical enquiries and ad-hoc tactical campaign management.

Quality will always be at the heart of what the team do and a relentless focus on customer satisfaction and brand advocacy will be key – delivering expertise and exceptional service.

You will work alongside the Management team to meet the expectation of Bentley (adherence of SLA’s & KPI’s) while influencing and actively encouraging an environment that echoes the philosophy of this luxury brand and its company values.

The multilingual teams will consist of Customer Relation Executives with the following languages: English, French, German, Spanish, Italian, Russian, Arabic and Mandarin.

Key Responsibilities

  • Deal with all consumer contacts (Inbound and Outbound – Phone, Letter, Email, Social Media, Bentley App, etc.) & meet performance targets set by the client & management team

  • Remain pro-active in meeting quality procedures, contributing suggestions to improve efficiency and effectiveness and highlighting immediate or on-going issues

  • Attend briefing sessions (internally and externally) in order to gain an understanding of Clients’ requirements (New products/ New cars/ Brand Knowledge)

  • Attend necessary CPM training courses (internal and external) to maintain a high calibre of telephone, written and database skills

  • Demonstrate a commitment to improving the consumer experience

  • To have excellent organisational skills with the ability to prioritise and monitor your own workload effectively

  • To adhere to monthly, weekly and daily qualitative and quantitative targets/SLA’s

  • To maintain a high level of performance against all Campaign and Contact Centre standards both behaviourally and functionally

  • Escalate calls promptly to the next appropriate person, when necessary

  • To maintain a high standard of productivity at all times

  • Expertly handle objections and customer concerns

  • Adherence to GDPR and data breach processes

  • All administrative duties in line with the role

  • Knowledge and Experience Required

  • Native level of spoken/written Levantine Arabic as well as fluent spoken/written English

  • Educated to GCSE standard including Maths and English

  • Ability to deal with demanding customers and escalations

  • Energetic, motivating and positive individual

  • Basic computer skills & accuracy in data capture

  • Confident telephone manner, demonstrating good communication and listening skills

  • Energetic, motivating and positive individual

  • Good grammar and email writing skills (In region language/ English language)

What we offer

  • Working hours: 37.5 hours a week, work shift patterns, Sunday - Thursday, 7:00 am -15:15 pm / 10:00 am- 18:15 pm

  • Must be able to work on Sunday's

  • Salary: £21,400 gross per year

  • You will work from home temporarily due to the current COVID-19 situation, so fast internet connection is a must.

  • Must be comfortable dealing with High Net Worth Customers, with a minimum of 2 years Contact/Call centre experience.

  • Ideally, you will have some experience of working from home or be prepared to discuss how you will be able to work efficiently from home.

  • You will live close to the Manchester, Didsbury area.

  • Start Date: March 2021

  • Location: Manchester, UK

About Us:

CPM is an international agency specialized in contact centre and digital marketing solutions. We have been rewarded with numerous awards and have a proven track record of increasing sales and brand awareness for our clients.

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations or marital status.

We are looking forward to your application!

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