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Bentley - Customer Service Executive - Arabic with English

60-088

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 and Accountabilities

Principle Accountabilities:

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)

Other:

Open to feedback and ability to improve performance and own development

Professional outlook and self-confident with the skills to demonstrate excellent team player attributes

Have a desire to learn and improve knowledge

Proactively suggest improvements to Seniors, Team Managers and CSM improve the Bentley customer experience

Speaks clearly and concisely at the appropriate pace on phone calls

Adopts a tone & speed of voice that puts the consumer at ease

Demonstrate empathy or sympathy when required

Takes ownership of their own actions

Always professional and demonstrate respect towards all other members of the team

Undertake any other task that is deemed to be a reasonable business request by the Management Team

As a matter, of course, to have good timekeeping, keep a smart casual appearance and to act in a professional manner at all times

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: ASAP

Location: Manchester, UK

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