About WeFlex
WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).
We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with over 2,000 customers driving cars in our fleet and plans to double this over the next year.
Your Responsibilities
* Customer Contact & Queries
o Act as the first point of contact for customer service and debt collection inquiries.
o Handle inbound and outbound customer communication via telephone, email, SMS, and face-to-face.
o Resolve customer queries related to support, complaints, outstanding balances, and payment options or escalation to the appropriate team.
* Debt Collection
o Contact customers with outstanding debts and negotiate payments, through inbound and outbound customer communication via telephone, email, SMS, and in office face-to-face.
o High volume customer inbound calls 50 - 70 a day.
o Complete income & expenditure assessments and establish suitable payment plans for customers facing financial difficulties.
o Reduce the arrears % on your segment of the arrears book.
* Customer Support
o Provide guidance on servicing, licensing, and insurance claims.
o Deliver market-leading customer service, ensuring inquiries and issues are resolved promptly and empathetically.
o Liaise with internal departments (Fleet/Support, Finance, Sales) to address customer needs effectively.
o Proactively manage queries, escalating issues to managers as required, and ensure adherence to internal processes.
o Ad hoc duties when required.
Must-Have
* 2 years previous debt collection experience.
* Excellent organisation, communication (oral and written) and conflict resolution skills.
* Comfortable remaining calm and professional under pressure, even when the customer is frustrated or upset, in person as well as over the phone or email.
* Strong negotiation, and influencing skills.
* Problem solving skills - the ability to work with customers to find mutually agreeable solutions.
* Ability to work independently and in a team environment.
Nice-to-have skills/knowledge:
* Knowledge of electric vehicles and the ride-hailing industry
* Face-to-face debt collection background
* Proficiency in Arabic, Hindi or Bengali languages
Benefits
* Quarterly Bonus: Up to 10% of your annual base salary, tied to performance metrics.
* Employee Assistance Program: Access to confidential support for personal and professional challenges.
* Discount Clubs: Exclusive access to discounts on a wide range of products and services.
* Career Development: Opportunities for growth within a fast-paced, purpose-driven company.
* Inclusive Environment: Work in a friendly and collaborative office setting in West London.
Other Info
* Working Pattern: In office 5 days a week, Mon-Fri 9-5:30
* Location: Acton, West London
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