Volkswagen Group - Automotive Customer Service

Our Focus

TTEC is helping organizations transform the customer experience.

The world has changed. Innovative technologies, social media, high customer expectations, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need to deliver seamless, effortless experiences for their customers while providing solid returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC leads the way.

We hire only first-class, highly qualified and passionate people to help us to build exceptional customer experiences.

What it means to be an Electric Vehicles (EV) Knowledge Specialist at TTEC

The EV Knowledge Specialist at TTEC serves a critical role in the business…understanding the internal and external customer needs and then interpreting and transforming them into resources that serve to support the employees interacting with our customers. This means that the EV knowledge being shared has a direct impact on the productivity and the services delivered to our clients.

The job involves generating new material and reworking existing content, repurposing it for a new audience. Complex technical jargon and EV terminology must be translated into clear, concise copy that will help provide customers with information.

TTEC’s culture exemplifies an accelerated pace, customer-centric, and collaborative work environment that fosters unlimited opportunities for personal growth and development.

What the role really does…

• Research, write and publish EV-specific articles for the Volkswagen Group UK’s Customer Service Centre
• Implement strategy to optimise knowledge base utilisation in support of meeting and exceeding operational and internal goals and metrics
• Instill continuous improvement toward EV knowledge and related topics
• Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational EV content within the knowledge base
• Conduct usability assessments in alignment with ongoing initiatives
• Ensure the knowledge base is updated with appropriate and accurate EV content
• Provide quality control and governance over all EV content housed in the knowledge base
• Work with operational departments to ensure EV knowledge is delivered in the right way
• Support on-going coaching initiatives aimed at embedding EV knowledge and best practices

What we’re looking for…

Respect, Passion, Integrity, Communication, Trust. Those are just some of the attributes valued at TTEC. Of course, there are some other requirements too. These include:

• Extensive knowledge of Electric Vehicles, including, but not limited to, charging, range, and ownership best practices.
• The ability to simplify complex information and present it in an easy-to-understand way.
• Strong attention to detail and a concern for accuracy (spelling, grammar, factual accuracy of content produced)
• Experience of supporting coaching initiatives or delivering your own coaching interventions
• Excellent written and oral communication skills; strong technical writing skills
• An awareness of the importance of readability and accessibility of content (formatting, removal of out-of-date information)
• Commercial awareness: understanding the business impact of content published on Knowledge Base, in relation to the contractual SLAs and KPIs
• Strong organizational skills and interpersonal skills in working with a diverse population
• High customer service orientation
• A desire to follow procedures
• Outgoing, friendly, assertive and articulate
• Ability to facilitate focus groups, usability sessions and subject matter expert interviews, as well as identify and document critical themes emerging from these activities
• Ability to manage responsibilities and priorities in a fast-paced and time-critical environment
• Strong Time Management skills
• Excellent presentation skills
• Excellent computer skills in Microsoft Office and ability to learn technology quickly
• Demonstrated commitment to a teamwork environment
• Knowledge of call center business and/or experience, desired
• Strong understanding of TTEC’s business, core values, and goals