About us
Questar Auto UK is a provider of Telematics and other driver performance & operational improvement tools. Our portfolio includes customers from central government, councils, police forces, fire services and NHS organisations. We also supply services to many commercial organisations such as vehicle manufacturers, insurance providers, leasing & rental companies, utilities, passenger transport providers, vehicle importers and fleet owners.
Purpose of the Job
To provide first class post-sales customer support to Questar UK customers ensuring regular communication with them, whilst maintaining a quality service level, and achieving high customer satisfaction. The postholder will work closely with rest of the Customer Service Department in the delivery and management of services to all Questar UK customers.
Key Responsibilities
* Answer customer enquiry phone calls and either complete the request or pass onto relevant stakeholder within the organisation
* Answer helpdesk ticket requests as per pre-agreed SLA
* Commission and configure telematics and associated hardware post-fitment
* Complete customer account modifications
* Data entry into the appropriate databases when taking call (for any reason) for reference purposes
* Ensure helpdesk tickets are kept to manageable level and close any tickets where a customer failed to reply (after 5 working days)
* Escalate complaints, urgent requests or issues to the relevant stakeholders within the organisation
* Identify and resolve minor technical issues based on the results of customer health checks and/or any issues identified by a customer
* Keep clean records of all customer enquiries, complaints, and transactions for future reference and evaluation by management.
* Liaise with the scheduling team when raising services calls – providing the required booking information.
* Receive customer complaints with an open mind and make genuine efforts to provide solutions to them.
Experience, Knowledge & Qualifications Required
* Experience working in a customer support role
* Experience working as part of a team
* Ability to trouble shoot / problem-solve
* Attention to detail
* Data entry, data tabulation and data analysis
* Strong knowledge of Excel
* Clear verbal & written communication
* Process-driven
* Enthusiastic
Due to the nature of our customers, successful candidates need to pass Police vetting process.
We offer
* Private healthcare
* Quarterly bonus
* Company events
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
* Company events
* On-site parking
* Private medical insurance
* Sick pay
Ability to commute/relocate:
* Luton LU1 3PE: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Do you have at least 3 years residency in the UK. This is a requirement for NPPV clearance.
Experience:
* customer service: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person