Conduent B2B Customer Care Manager - PSA Groupe – Peugeot, Citroën and DS in Poole, United Kingdom

B2B Customer Care Manager - PSA Groupe – Peugeot, Citroën and DS

Description

B2B Customer Care Manager

PSA Groupe – Peugeot, Citroën and DS

(Customer Care Associate III)

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

PSA are manufacturers of cars, primarily Peugeot, Citroën and DS Automobile and sell over 3 Million cars worldwide. As a great car maker with cutting edge efficiency and the preferred mobility services provider worldwide, they are also the European leader in reducing CO2 emissions and the 2nd largest automaker in Europe.

At Conduent we represent the car manufacturer with customer queries and knowledge, presales and aftersales support. We work in partnership with the dealerships to ensure that customer receive great service and promote the reputation of the three brands. We keep the customer needs at the heart of what we do.

PSA Group contract is an expanding global contract for Conduent; as well as the UK Conduent is currently supporting PSA in Netherlands, France, Germany, Spain, Brazil and Argentina.

The Customer Care Manager is responsible for responding effectively and promptly to all Fleet customer enquiries, balancing company policies and budgets with customer expectations.

In this role, the Customer Care Manager is expected to build strong relationships with key Fleet Clients and act as a sole point of initial contact for all enquiries, technical information requests and case management issues relating to the use of a vehicle on the fleet. It is expected that the Customer Care Manager will visit selected fleet customers and attend meetings as required both as relationship building exercise and also to resolve specific issues.

Candidate Profile:

We are seeking applicants with experience in B2B Customer Service/account management. You must have exceptional communication skills and the credibility to effectively build relationships with and interact with business professionals.

You will be enthusiastic, numerate and have a good understanding of MS Office Packages and be confident to learn and use our bespoke CRM systems. An understanding of Fleet Management terms or any general knowledge in the automobile industry would be advantageous but not essential, as full training will be provided.

Purpose of Role:

  • Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications.

  • Using a computerized system, responds to customer inquiries in a call centre environment.

  • To resolve customer queries and complaints, which fall within the scope of the assigned responsibilities. Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.

  • The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers. Ensures high level of customer satisfaction is obtained with each interaction. Role is responsible for assigned population of customers within a specified region of support

Key Responsibilities:

  • Respond promptly and efficiently within given targets of volumes, response times and quality measures to all incoming telephone calls

  • Handle promptly and efficiently within given targets of volumes, response times and quality measures all written correspondence

  • Research, investigate and identify the root cause of the customer enquiry. Decide and ensure implementation of the appropriate response/resolution to the customer enquiry. Manage the case until the problem has been resolved to ensure customer satisfaction.

  • Use the results of customer cases to identify non-compliances with the company’s policies and procedures and to identify the need for corrective and preventative action to be taken

  • Record all information appropriate to the case on the CRM system

  • Manage goodwill, mobility and vehicle exchange expenditure budget in line with recommended guidelines and complete a detailed spend report for use as a management tool

  • Represent Customer Care at customer meetings to resolve specific issues and build customer relationships

Scope:

  • Has developed specialized skills or is multi-skilled through job-related trainingCompletes a variety of atypical assignments

  • May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions

  • Completes work with a limited degree of supervision

  • Acts as an informal resource for colleagues with less experience

  • May lead a team in the performance of a variety of tasks that are generally routine

  • May have specialized external certification (technical roles)

Dimensions and Organizational Relationships:

  • You will be reporting to the Customer Care Team Leader.

  • The role will be based at our Conduent Call Centre located between Bournemouth and Poole with excellent transport links to both town centers.

What we provide you with:

  • Permanent contract of employment

  • Full-time employment, guaranteed 37.5 hours per week

  • Performance based bonus

  • 28 days paid holiday per annum inclusive of bank holidays.

  • Annual holiday increasing with years of service

  • Workplace Pension-Automatic Enrolment

  • Life Insurance scheme

  • Employee Assistance Phone line

  • Discounted Corporate Gym membership

  • Free eye test

  • Childcare vouchers

  • Employee discounts

  • Access to comprehensive learning, training and development

Successful applicants must be entitled to work in the UK in order to commence employment

About Conduent:

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernises these interactions to create value for both our clients and their constituents. Learn more at Conduent.com

Job Customer Care

Primary Location United Kingdom-Poole-Poole

Organization Europe

Unposting Date Ongoing

Req ID: 18015142