Customer Support Assistant

Norton Motorcycles is an iconic, British motorcycle brand delivering exquisite riding experiences. For over 120 years, Norton Motorcycles has been celebrated worldwide for its unique place in motorcycle history. We are based in our new state-of-the-art facilities in Solihull, West Midlands, where we work in a tight-knit but ever-expanding team. Now under new ownership, Norton Motorcycles is proud to sit with the TVS Motor family.

Entering a new era, we are scaling globally and successful recruits will have the opportunity to be a part of that growth. The Norton company culture is built on respect, trust, and responsibility. We trust our employees to be fully capable of executing their role/s exceptionally and professionally, whilst valuing personal development, teaching and learning.

The Role

We are looking for a confident, enthusiastic and self-motivated Customer Support Assistant who will sit within the CRM/Sales function of the business and will be the first point of contact for customers making an enquiry on a new Norton Motorcycle.

Duties and Responsibilities:

  • Responding to incoming international enquiries by telephone and email

  • Making outbound calls to prospects to answer questions about our products and services

  • Using questioning techniques to pre- qualify enquiries before passing to the sales team

  • Maintaining 360° view of customer interaction, by logging all call information on the CRM system

  • Updating and maintaining accurate customer records within the CRM system including marketing preferences

  • Route calls to appropriate resources, where required

  • Identify and escalate issues or queries to supervisors

  • Follow up customer calls where necessary

  • Upsell products and services

  • Complete call logs and reports

  • Other duties as assigned

Personal Specification

As the Customer Support Assistant you’ll need the following skills & experience:

  • Outstanding communication skills, both written and verbal

  • Microsoft office skills

  • A strong desire to provide a premium experience to our customer base

  • Experience of working in an outbound communication environment

Desirable:

  • Previous experience of working with a CRM system (although full training will be given)

Benefits of working for Norton:

We offer desirable benefits for all employees of Norton, including;

  • 25 Days holiday (Small amount used for Christmas Holiday)

  • Pension Scheme

  • Life Insurance 

  • Flexible Working 

  • Casual Dress 

  • Parking on site

Applicants must have the Right To Work in the UK

NO AGENCY APPLICATIONS

Job Type: Full time - Permanent

Salary package is dependent upon previous experience.

Please forward your CV, portfolio and a covering letter in the first instance to hrmanager@nortonmotorcycles.com stating which role you are applying for.

We have a 10 day reply policy, so if you do not hear from us within 10 days, please assume that your application has been unsuccessful on this occasion.