KINTO One Customer Service Advisor (Driver Support Advisor)

at  Toyota Financial Services KINTO and KINTO JOIN

ESSENTIAL SKILLS

• An extremely high level of professional communication and relationship building skills
• Excellent commitment and engagement with the business
• Ability to multi-task, prioritize, and organise your workload
• Enthusiasm for doing what is right for the customer
• Advanced customer complain resolution skills
• Track record of over-achieving call quality and customer satisfaction
• Accurate data entry

DESIRABLE SKILLS

• Experience within a Contract Hire or Fleet Management business, or the motor trade
• Good knowledge of Microsoft Office, particularly Excel and Outlook
• Ability to learn and master in house systems quickly
• Familiarity with CRM systems and practices

“THIS ROLE THAT YOU ARE APPLYING FOR, WILL BE WORKING FOR KINTO-UK LTD WHICH IS A MOBILITY BRAND OWNED BY THE TOYOTA GROUP, OFFICES LOCATED IN PORTSMOUTH. KINTO-UK SHARE THEIR HR FUNCTION WITH TOYOTA FINANCIAL SERVICES (TFS) IN THE UK, HOWEVER THE JOB BEING ADVERTISED WILL NOT BE WORKING DIRECTLY FOR TOYOTA FINANCIAL SERVICES”

A Driver Support Advisor (DSA) is usually the first point of contact for the customer. A DSA will have varied duties and responsibilities such as managing complaints effectively, handling reports and most importantly assisting our customers with their queries and questions. This will be handled by inbound phone calls, emails, and in the future web chat with the aim to achieving customer excellence.
We are looking for a great advisor who is genuinely excited to help our customers. You will be patient, empathetic, and passionately communicative. You will love talking to our customers and will understand the value of amazing communication skills. DSA’s must put themselves in our customers shoes and advocate for them when necessary. You must be naturally curious and confident troubleshooting and investigating to answer customer questions or resolve complaints. You will be working as part of a team and will need to build good relationships with other departments and customers. You will have experience using Microsoft Excel and Outlook.
Your Team Manager will also support you day-to-day alongside targeted coaching to help you be the best advisor you can be.

KEY RESPONSIBILITIES

• Working with multiple customers across the entire driver journey
• Handling queries into the helpdesk via phone, email, or web chat in the future
• Aim to resolve queries first time
• Build sustainable and trusted relationships through open and interactive communication
• Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
• Become an advocate of our products and services
• Review customer reporting, identifying and correcting errors or exceptions
• Update and maintain customer information within our CRM system
• Complete basic administration tasks, such as logging and posting fuel cards
• Identification and implementation of business and process improvements
• Go the extra mile to engage customers and fleet contacts