Volkswagen Customer Relations Case Specialist

Your potential has a place here with TTEC's award-winning employment experience. As a Volkswagen Customer Relations Case Specialist working hybrid in Leeds, UK, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in United Kingdom says it all!

We are excited to announce our Recruitment Hiring Days on the 27th and 28th of January; the event is designed to fast-track the recruitment process and give you a taste of working for TTEC and VW. If you are successful during the initial screening, you will be invited onsite to take an assessment. Candidates who pass the assessment will then proceed to the hiring manager interviews.

This is a great opportunity to accelerate your journey to joining our team!

Do you have a passion for helping others and giving them peace of mind? The Customer Relations Case Specialist role is responsible for all aspects of the customer's issue, where you're interacting directly with customers/retailers of the brand to proactively investigate and resolve all cases in a timely manner. You'll be the difference between their customer experience being just average or an exceptional one.

• Provide an exceptional experience to displeased customers and network partners by showing empathy, understanding, and making informed decisions in a comprehensive, concise, and thorough manner.
• Assume ownership of their case and ensure all communication is handled promptly and with a high level of professionalism.
• Communicate with all case stakeholders, including B2C, B2B and internal departments, to ensure a satisfactory outcome to the case.
• Provide proactive coaching to partners to ensure knowledge gaps are closed.
• Participate in aged case reviews to ensure the timely resolution and appropriate escalation of cases when necessary. Prioritize effectively and resolve calls efficiently.

• 1+ years of customer service experience.
• Proven track record of turning cases of dissatisfied customers into a positive experience.
• Excellent time, workload management skills, and the ability to organize and prioritize.
• Diploma in Mathematics and English language or equivalent, paired with sufficient PC knowledge and applications.
• Strong interest or working knowledge of cars/commercial vehicles.

• Competitive base pay of 12.81 GBP per hour PLUS performance bonuses
• Hybrid working model with two days onsite and three at home, 40 hours per week
• Private medical insurance from day one
• Paid sick leave, 25 days annual leave and bank holidays
• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values

We're committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, engagement and coaching, on into thousands of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can't be taught - a caring and supportive nature that will shine through as you help customers.

Our TTEC community is here for you as one dynamic, global family.

You’ll report to the Team Lead. You’ll contribute to the success of the customer experience and the success of the team.

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves  a global company, we know diversity is our strength because it enables us to view things from different viewpoints and for you to bring value to the table in your own unique way.