Technical Customer Support Specialist

2 weeks ago

Hyderabad, Telangana, India beBeeCustomer Full time ₹ 60,00,000 - ₹ 72,00,000
Customer Service Excellence

We are seeking an experienced and passionate individual to join our Customer Support team and help us simplify the lives of car owners across the UK and EU.

This is an incredible opportunity for someone who is looking to make a huge impact within a fast-paced environment. As part of our Customer Support team, you will manage any escalated queries from our customers regarding our service and will liaise with our garage partners to provide a solution.

Key Responsibilities
  • Resolving escalated customer queries / complaints (UK customers)
  • Liaising with our UK garage partners to agree a solution and monitoring the complaint progress to ensure agreed actions are completed in a timely manner
  • Aiming to resolve complaints as quickly as possible, you'll work towards agreed SLAs (service level agreements) in relation to the amount of time it takes us to respond to customers, garages and the time to close the complaint once resolved
  • Monitoring trends in complaints and working with the Customer Service Team Lead to ensure repeated complaints are reduced as much as possible, by considering root causes and providing suggestions for improvement on process where applicable
  • Assisting the Customer Service team in handling general customer queries (aside from complaints) where necessary – by managing incoming calls, emails and live chat requests
Requirements
  • Have a passion for best-in-class customer service
  • Have a minimum of 3 years experience in handling customer complaints by phone, email and live chat in a fast-paced environment
  • Have a minimum of 2 years experience working for a US, UK, Canadian, Australian or other European company
  • Fluent written and spoken English
  • Be confident in own ability to provide solutions, escalating where required
  • Have excellent time-management skills and an ability to manage your own workload
  • Be proactive in dealing with complaints in a timely manner, with excellent organisational skills to achieve the same
  • Have demonstrable motor vehicle technical knowledge (preferable, not mandatory)
  • Be flexible to meet the demands of the role
  • Have excellent written communication skills
  • Be able to build rapport with colleagues in your own and other teams

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