Percepta
Customer Experience Specialist, UK & DE
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CX Specialist SWAT – 6 Month Contract
Location: Dunton
Working Arrangement: Hybrid
About the Opportunity
We are looking for an experienced and customer-focused Customer Experience Specialist (CXS) to join our SWAT team on a 6-month contract within the Ford Liive Centre.
As a CX Specialist SWAT, you will provide exceptional frontline support to our Commercial Vehicle and Fleet customers, responding to changing team workloads and providing support wherever it is needed most.
This is a varied role where you could be supporting customers through inbound calls, emails, live chat and outbound case activity, as well as assisting with inbox management, absence cover and deeper reviews of different case types.
Key Responsibilities
- Deliver an exceptional customer experience by taking ownership of customer contacts and building strong relationships.
- Handle inbound calls, emails, and live chat in a professional and customer-focused manner.
- Resolve customer issues using available resources, including Dealers, Subject Matter Experts, Field Managers, and other stakeholders.
- Act as a key liaison between customers, Sales, Technical, Warranty, Product Development, and dealerships.
- Ensure effective follow-up and keep customers and dealers informed throughout the resolution process.
- Accurately document customer enquiries and concerns using CRM systems.
- Review ageing and high caseloads and provide feedback to Supervisors and Leads.
- Support team members with workload, sickness, and absence cover.
- Provide coaching and feedback to new colleagues where required.
- Support training and knowledge sharing around emerging or known vehicle issues.
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About You
We're looking for someone who:
- Has experience in a Contact Centre or Customer Service environment.
- Has an appreciation for or passion for the Ford brand, Fleet, or Commercial Vehicles.
- Demonstrates excellent customer service and relationship-building skills.
- Has strong verbal and written communication skills and excellent attention to detail.
- Can actively listen, manage challenging conversations, and resolve customer concerns effectively.
- Is organised, resilient, and able to prioritise in a fast-paced environment.
- Can work confidently across multiple systems and screens, with good working knowledge of MS Office, email, texting, and chat.
- Demonstrates professionalism, trust, and integrity when working with customers and internal stakeholders.
- Is a strong team player who is willing to provide support wherever it is needed.
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Why Join the SWAT Team?
This 6-month contract offers the opportunity to broaden your experience, work across different areas of the operation, and make a real difference to our customers and colleagues. You'll be part of a dynamic team where flexibility, collaboration, and customer focus are key.
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