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
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