Overview
VisionTrack is the leading global provider of AI video telematics and connected fleet data.
The Customer Experience Team provides full support to selected customers and manages all areas of the customer’s account. We are looking for a Customer Experience Advisor who is passionate about providing high standards of customer service and delighting our customers. This role will provide comprehensive support and exceptional service levels to enrich our customers' journey with VisionTrack, providing support to our customers as well as our Account Management team, setting them up for success and taking a proactive approach to customer care and engagement.
Responsibilities
* First point of contact for visitors, phone calls and emails - ensuring customer service of a high standard.
* First point of contact for all customers via the telephone.
* Answering telephone enquiries and triaging to the correct department.
* Assisting and guiding customer queries via a shared inbox and ticket system.
* Quotations and Customer Onboarding (Selected Customers).
* Product advice and assistance.
* Sales order processing.
* Processing orders received from customers and account managers.
* Sense checking orders entered by the Sales team.
* General customer care and customer engagement.
* Order status updates.
* Customer Account Health checks.
* Subscription contract renewals; liaising with the customer.
* Asset Management.
* Raising invoices and credits.
* Raising RMAs for returns; checking goods are returned within the 30 day returns policy.
* Supporting Credit Control aged debt - resolving issues to ensure customer satisfaction and payment.
Qualifications
* Excellent telephone manner.
* Exceptional customer engagement / customer service skills.
* Strong organisational skills with the ability to multi-task.
* Ability to work alone and as part of a team.
* Office/Administration Experience is Essential.
* Strong Microsoft Office experience and experience with bespoke systems.
* Detail oriented.
* Good communication skills (verbal and written).
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Consumer Services
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