Job Description
“This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services”This is a 12 months FTC to cover maternity leave.A Driver Support Advisor (DSA) is usually the first point of contact for the customer. A DSA will have varied duties and responsibilities such as managing complaints effectively, handling reports and most importantly assisting our customers with their queries and questions. This will be handled by inbound phone calls, emails, and in the future web chat with the aim to achieving customer excellence.We are looking for a great advisor who is genuinely excited to help our customers. You will be patient, empathetic, and passionately communicative. You will love talking to our customers and will understand the value of amazing communication skills. DSA’s must put themselves in our customers shoes and advocate for them when necessary. You must be naturally curious and confident troubleshooting and investigating to answer customer questions or resolve complaints. You will be working as part of a team and will need to build good relationships with other departments and customers. You will have experience using Microsoft Excel and Outlook.Your Team Manager will also support you day-to-day alongside targeted coaching to help you be the best advisor you can be.KEY RESPONSIBILITIESWorking with multiple customers across the entire driver journeyHandling queries into the helpdesk via phone, email, or web chat in the futureAim to resolve queries first timeBuild sustainable and trusted relationships through open and interactive communicationHandle complaints, providing solutions and alternatives within agreed time limits to enable the best resolutionBecome an advocate of our products and servicesReview customer reporting, identifying and correcting errors or exceptionsUpdate and maintain customer information within our CRM systemComplete basic administration tasks, such as logging and posting fuel cardsIdentification and implementation of business and process improvementsGo the extra mile to engage customers and fleet contactsRequirementsESSENTIAL SKILLSAn extremely high level of professional communication and relationship building skillsExcellent commitment and engagement with the businessAbility to multi-task, prioritize, and organise your workloadEnthusiasm for doing what is right for the customerAdvanced customer complain resolution skillsTrack record of over-achieving call quality and customer satisfactionAccurate data entryDESIRABLE SKILLSExperience within a Contract Hire or Fleet Management business, or the motor tradeGood knowledge of Microsoft Office, particularly Excel and OutlookAbility to learn and master in house systems quicklyFamiliarity with CRM systems and practicesKEY ATTRIBUTESLike talking to customers on the phoneHave a can-do-attitude which never flagsDon’t give up easily and takes pride in getting things right first timeEnjoy achieving SLA and targetsCan resolve tricky issues and keep smilingLearn from feedback quickly and positivelyDeliver on the promises you makeGreat attention to detailBenefitsCompetitive starting salaryBonus earning potential25 days holiday + 8 days bank holidayGreat pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contributionCompany Car Scheme following passing of probationPrivate Medical CoverLife assurance schemeDiscounts on different retailersWellbeing hour each monthDiscounts on Toyota & Lexus carsVolunteer DaysWellbeing eventsEmployee assistance programmesFree fruit in the officeFree onsite car parkingWorking Hours 37.5 per week Monday - FridayHybrid working policy 2 days from home each week should you want toKINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.OUR RECRUITMENT PROCESSAt KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.Some examples of how we might be able to help are listed below:Providing a copy of interview questions before the interviewOrganising a time and location that best suits youAllowing additional time for the assessment and interviewWe are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.KINTO
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