Product Specialist

Product Specialist
Customer Communications Centre, Citygate VW High Wycombe
Permanent
Role overview
We are looking for a Product Specialist to deal with customer requirements for service and repair in an efficient and courteous manner maintaining the highest standards of Customer Service. You will also serve as the main point of contact for customers enrolled in the All-In service plan.
Diversity and Inclusion
At Citygate Automotive, we are committed to being the best at Everything. Striving to be the best at everything includes being the best employer and fostering the best working environments which we cannot do without a diverse team that feels and know they are valued. We know that diverse perspectives drive growth, innovation and overall performance, and we actively promote this across all aspects of our business. Our commitment to equality extends to every aspect of our operations, ensuring that everyone has equal opportunities to thrive and succeed. Driving equality, diversity, inclusion and belonging across Citygate is a continued key focus for 2024.
Key responsibilities
Your key responsibilities as a Product Specialist
will be:
Develop a deep understanding of all products and services included in the All In service plan
Assist customers with the onboarding process, guiding them through the setup of their products and services and providing training as needed
Build and maintain strong relationships with customers enrolled in the All In service plan
Identify opportunities to upsell or cross-sell additional products and services to customers
Address customer concerns and escalations, working collaboratively with internal teams to resolve issues and ensure a positive customer experience.
Maintain accurate records of customer interactions, including enquiries, resolutions, and feedback, and provide regular reports to management on customer satisfaction and engagement metrics.
Stay informed about industry trends, competitor offerings, and customer preferences, and provide insights and recommendations for improving the All-In service plan and enhancing the customer experience.
What's in it for you?
With our benefits there is something good for everyone. We're a progressive business that believes building a good team culture is not only good for everyone who works for us – but it makes a difference to how we engage with customers too. That's why when you join Citygate, you can expect to receive a wide range of impressive employee benefits including:
Access to our in-house training academy for everyone
Electric Vehicle (EV) Training levels 1- 4 for specific roles
Internal career progression opportunities across our various brands and locations
High street discounts
Wellbeing portal
Employee assistance programme
Purchase, service and parts discounts
Employee referral scheme
Standard company benefits such as pension, life assurance cover, competitive holidays and cycle to work scheme
About You
As a Product Specialist, you will ideally have the following skills and attributes:
Excellent communication skills and a good telephone manner.
Great computer skills and the ability to multi-task.
High levels of commitment to providing the best customer care.
A positive and friendly attitude in the work environment.
An exceptional work ethic.
Why Citygate
Citygate is a highly successful, privately owned business that has grown significantly over the past twenty years to 650 employees across multiple locations including London, Berkshire, Hertfordshire and Buckinghamshire. We work with global brands (Volkswagen Passenger Cars, Volkswagen Commercial Vehicles, SEAT, CUPRA, ŠKODA and Kia), provide excellent quality training and internal progression opportunities.
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