Job Title: Senior Customer Service Advisor
Location: London
Salary: £28k basic
In the role of Senior Customer Support Agent, you will oversee the operation of our client's front-line customer support activity at our London office.
Our client provides drivers with vehicle finance and short-term vehicles to rent so they can work for a well-established transportation company.
They help people who have often never owned a car before, or been declined credit, enter into an agreement where they work towards owning their own car.
Your role encompasses:
- General Customer Service
- Answering inbound calls
- Resolving customer queries or allocating to the responsible team member
- Managing customer support tickets on CRM
- Acting as a first point of escalation for any customer service complaints
Daily planning and work allocation:
- Identifying, organising and communicating team workload for customer support team
- Supporting the Ops Mgr & SMR Mgr by allocating outbound call requirements across the team
Vehicle and customer administration:
- Generating customer contracts in rental/loan management systems as part of the customer sign up process
- Ensuring all customer contracts are prepared and sent to customers alongside all vehicle documentation
- Overseeing the fleet and customer administration activity; this will include management of vehicle licence renewals, fines or penalties received into the business, and maintenance of vehicle and customer documentation
Management reporting:
- Compile data for management review on service statistics (e.g., inbound call data, customer service reviews, etc.)
- Provide weekly and monthly reports to management
Person requirements:
- Hard Working
- A friendly personality
- Good communication skills via email, phone, text, etc.
- A basic understanding of, and interest in, vehicles
- Strong attention to detail
- Team leader or supervisory experience (in a customer service role is preferred)
- Enjoy contributing to the team and growing with our company
- A good communicator, patient, understanding and genuinely enjoys helping customers
- Good time management and multi-tasking skills