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
Note: Starting date is asap, so you must be already based in the province of Barcelona and have a NIE.
We are looking for employees to strengthen our vibrant and motivated customer service and sales team to interact with owners of some of the most innovative and stylish Dyson products in the world. Dyson is the world market leader in design and technology and regularly launches outstanding innovations onto the market. They are constantly creating bright new products through an array of fields in addition to expanding the markets that they reach. If you thrive on challenge and are excited by change - this could be an exciting career step for you.
Your Daily Tasks:
You will be communicating with clients through different channels such as telephone, email or social media and looking for solutions if they are experiencing difficulties with their order or device.
As you work, you will be using leading edge diagnostic tools and Excel to help guide clients in solving issues with their machines.
In more extenuating circumstances you may agree and arrange to a technician visit or to send additional/spare parts directly to the clients.
You'll be on the lookout for opportunities to talk with clients about new and exciting products that are regularly launched into the market as well as existing products (cross-selling and up-selling).
The ideal job for you?
Are you a real team player? We believe in our employees and support you in any way so you can improve and grow together with the company.
You have a native level of Danish in reading, writing & speaking.
You have a good level of English to communicate with our international team
Do you appreciate excellent customer service? No matter whether it’s a call, email or social media, we want to offer our customers the best possible experience.
Good computer skills and experience with MS Office.
What We offer:
Starting date: ASAP
Permanent contract and full-time position (39h/week)
Home based position until return to the office is allowed
25,000 € salary gross/year, as well as a variety of other benefits (meal vouchers, metro tickets, etc).
Working hours Monday to Friday between 9 AM - 6 PM, some Saturdays between 9 AM – 2 PM
Professional training (paid) that optimally prepares you for your job.
Opportunities to grow and develop within the company after six months.
A modern, bright, newly renovated office
Team activities, summer parties, employee discounts.
Location: Barcelona, Spain
About us
CPM is an international agency specialized in contact center 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, and marital status.
We are looking forward to your application!
We are looking for employees with a native level of German to strengthen our vibrant and motivated customer service and sales team to interact with owners of some of the most innovative and stylish Dyson products in the world.
Dyson is the world market leader in design and technology and regularly launches outstanding innovations onto the market. They are constantly creating bright new products through an array of fields in addition to expanding the markets that they reach. If you thrive on challenge and are excited by change - this could be an exciting career step for you.
Your Daily Tasks:
You will be communicating with clients through different channels such as telephone, email or social media and looking for solutions if they are experiencing difficulties with their order or device.
As you work, you will be using leading-edge diagnostic tools and Excel to help guide clients in solving issues with their machines.
In more extenuating circumstances you may agree and arrange to a technician visit or to send additional/spare parts directly to the clients.
You´ll be on the lookout for opportunities to talk with clients about new and exciting products that are regularly launched into the market as well as existing products (cross-selling and up-selling).
The ideal job for you?
Are you a real team player? We believe in our employees and support you in any way so you can improve and grow together with the company.
Able to speak, read and write German to a native level (or equivalent).
Have a good level of English to communicate with our international team.
Do you appreciate excellent customer service? No matter whether it’s a call, email or social media, we want to offer our customers the best possible experience.
Good computer skills and experience with MS Office.
What benefits do we offer?
Full-time, 39 hours per week, working Monday to Sunday between 8 AM - 8 PM, two weekends off guaranteed per month.
Competitive salary/bonus.
Professional training (paid) that optimally prepares you for your job.
Working with amazing people from all over the world in a dynamic work environment.
If successful, you will be required to collect the equipment before your first day of employment from our office in Warrington before starting the training remotely.
You will work from home temporarily due to the current COVID-19 situation, so fast internet connection is a must.
You must be living in or near to Warrington, as once we get the all-clear, and it is safe to return according to updates from the government, you will be required to work from the office.
Interview conducted via video call using Microsoft Teams
Start Date: February 2021
Location: Warrington, 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.
Job Description
We are looking for employees with a native level of Turkish to strengthen our vibrant and motivated customer service and sales team to interact with owners of some of the most innovative and stylish Dyson products in the world.
Dyson is the world market leader in design and technology and regularly launches outstanding innovations onto the market. They are constantly creating bright new products through an array of fields in addition to expanding the markets that they reach. If you thrive on challenge and are excited by change – this could be an exciting career step for you.
Your Daily Tasks:
You will be communicating with clients through different channels such as telephone, email or social media and looking for solutions if they are experiencing difficulties with their order or device.
As you work, you will be using leading edge diagnostic tools and Excel to help guide clients in solving issues with their machines.
In more extenuating circumstances you may agree and arrange to a technician visit or to send additional/spare parts directly to the clients.
You´ll be on the lookout for opportunities to talk with clients about new and exciting products that are regularly launched into the market as well as existing products (cross-selling and up-selling).
The ideal job for you?
Are you a real team player? We believe in our employees and support you in any way so you can improve and grow together with the company.
Able to speak, read and write Turkish to a native level (or equivalent).
Have a good level of English to communicate with our international team.
You appreciate excellent customer service? No matter whether it’s a call, email or social media, we want to offer our customers the best possible experience.
Good computer skills and experience with MS Office.
You have a NIE number and live in the province of Barcelona (mandatory).
What we offer:
Starting date: February 8th, 2021.
Work from home until return to the office is allowed.
Full-time (39hrs), permanent contract.
Salary: 21.000€ gross per year as well as a variety of other benefits (meal vouchers, metro tickets, benefits in restaurants, etc).
Working hours: rotative days from Monday to Sunday from 7:00 to 16:00. 2 weekends off per month guaranteed.
Professional training (paid) that optimally prepares you for your job.
Being part of a constantly growing company & team, with endless opportunities for career development.
Corporate discounts at local bars, cafes, restaurants and health & well-being outlets.
Join our family! CPM is all about people and we are well-known for our amazing workforce of diverse, talented professionals!
Location: Barcelona, Spain
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!
We are searching for an experienced Operations Manager (NEU) to join our Dyson team. This is a senior role and requires interaction with a range of internal and external stakeholders. The NEU Dyson Operations Manager is responsible for planning, overseeing, and leading the Customer Services team for the North European Region (BNL, Poland and Nordics).
Dyson is the world market leader in design and technology and regularly launches outstanding innovations onto the market. They are constantly creating bright new products through an array of fields in addition to expanding the markets that they reach. If you thrive on challenge and are excited by change - this could be an exciting career step for you.
Your Daily Tasks:
Provide support to Head of Operations
Ensure that productivity, service levels and quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture & high levels of team morale
Successfully lead, coach, develop, monitor and build the team
Propose improvements/changes in current processes to enhance Teamefficiency
Manage resources to reach objectives in an effective and efficient manner
You will be an ambassador for Dyson/CPM always acting as a role model
You will have a clear understanding of our client’s requirements, as well as a detailed understanding of CPMs operational capabilities
Manage the relationship with the client and all stakeholders
You will have a good understanding of KPIs and SLAs, making sure your team (TLs and agents) have a clear understanding of their targets
Provide project updates on a consistent basis to various stakeholders about strategy, adjustment and progress
Attend weekly / monthly status meetings for each of your clients and make a strong management contribution
Coach, mentor & develop your team to deliver exceptional customer service, achieve targets, produce quality calls, meet/exceed agreed productivity and service levels
Implement & maintain effective working practices in a team environment ensuring that all standards are maintained
Proactively manage resource to achieve targets
Ensure that development of team members is paramount, through the appropriate use of performance reviews, monthly 121s and appraisals
Knowledge, Experience & Attitude:
Personalefficiency,timemanagementskillsandtheabilitytoprioritizecompetingdemands
Effective people management skills to leadthe Dyson NEU teamandinspire and motivate theteam
You are an excellent coach with the ability to develop an individual’s performance at all levels.
Organizational skills
Ability to solve problems creatively
Excellent analytical and financial skills
GDPR knowledge
NPS knowledge
You will be Microsoft proficient, particularly Excel.
Highly motivated with a drive to sell, achieve & exceed targets.
Able to speak, read and write English to a native level (or equivalent). Dutch, Polish or any Nordic language will be a plus!
What Benefits Do We Offer?
Full-time contract
Competitive salary plus benefits (meal vouchers, transport card and dental insurance)
24 days holiday per year on full time basis
Being part of a constantly growing company & team, with endless opportunities for career development
A modern, international & friendly working environment – one of the best in the city!
Work hard and have fun! We offer a variety of social events throughout the year
Corporate discounts at local bars, cafes, restaurants and health & well-being outlets
Location: Barcelona, Spain
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, and marital status.
We are looking forward to your application!
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