Our Nexus vision is to be the UK’s leading provider of technology enabled business mobility, and our mission is to provide great client service in business mobility enabled by leading edge technology. We live by our Nexus values which define who we are and what we aspire to be.
At Nexus, we are continually working to expand our expertise, through the development of our existing workforce and the recruitment of our kind of people.
Nexus people are:
- Fast-learning, talented professionals, who analyse and adapt to their environment
- Versatile, proactive and dedicated to delivering service excellence
- Approachable and helpful to our customers and suppliers
- Forward-thinking problem solvers who are motivated to achieve success and deliver outstanding results
The Opportunity
A customer service executive provides first line customer service via telephone and live chat. You will act as a liaison between our customers, suppliers and internal Operations Team to resolve any queries to the highest standard, providing first time resolution through exceptional customer service. This role attracts hybrid working once training has been completed.
Key Tasks
- Respond to customer and supplier queries via multiple channels including telephone live chat. Confident in multitasking between both at the same time
- Investigate customer or supplier queries, providing first time resolution where possible
- Accurately process customers’ rental requirements using IRIS and any relevant associated supplier systems within the agreed objectives
- Achieve personal quality and productivity standards whilst promoting a positive, long-lasting impression of Nexus
- Maintain positive relationships with customers by displaying extensive knowledge of Nexus, our services and the rental sector to ensure repeat business and customer satisfaction
- Complete administration tasks that are handled by the Customer Service team
- Escalate immediately any issue deemed detrimental to the company or in possible breach of Health and Safety regulations to the line manager
- Treat all customers, be they internal or external, with courtesy and respect
- Actively contribute towards achieving team & department targets through best practice sharing and building strong relationships with your peers
- ·Ensure that all calls are answered within target time and meet the quality standards set by the business
About You
- Excellent understanding of Customer Service, with a desire to provide the very best service.
- Versatile, proactive and dedicated to delivering customer service excellence
- Approachable and helpful to our customers and suppliers
- Forward-thinking problem solvers who are motivated to achieve success and deliver outstanding results
- Professional attitude & confident in communicating with customers at all levels
- Excellent attention to detail
- Proactive problem solver with an enthusiastic can-do attitude
- Excellent multi-tasking skills
- Team player
Essential requirements
- Experience of working to successfully working to targets
- Proficient in use of Microsoft applications
- Experience in a Contact Centre or Customer Service environment
Desirable
- GCSE Maths and English or equivalent
- Customer Services NVQ level 3 or equivalent
- Experience of the automotive / rental sector desired, but not essential
