Car Maintenance Specialist

3 days ago

Allahabad, Uttar Pradesh, India beBeeCustomer Full time ₹ 50,000 - ₹ 60,000
About the Role:

This is an outstanding opportunity for someone who is looking to make a significant impact in a dynamic and innovative company that aims to simplify the life of car owners across the UK and EU.

As part of our Customer Support team, you will manage any escalated queries from our customers regarding our service and will liaise with our partners to provide a solution – monitoring the customer's issue from start to finish to ensure it is resolved in a timely manner.

  • Resolving escalated customer queries/complaints
  • Liaising with our 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, partners, 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 requests
  • Access and manage all active and closed issues.
  • Serve as the first point of contact for customer escalations.
  • Handle critical queue emails, which are usually new complaints needing immediate attention.
  • Track and report issue trends to the manager each week.
  • Create action plans to reduce complaints and develop new processes to minimize them.
  • Report partner and driver escalations.
  • Reply to reviews and investigate low NPS.
  • Help to supervise the team in the absence of a manager.
About Us:

We were founded in 2017 to bring car maintenance into the 21st century. We believe booking an MOT should be as simple as booking a taxi or ordering a takeaway. Simple, streamlined and stress-free. And completely on demand.

Bringing together car industry specialists and state-of-the-art digital experts, we provide a complete end-to-end service with world-class customer experience, designed to liberate car owners from the stress of booking a high street garage service.

Since our launch in Manchester (UK) in 2017, we have expanded to over 100 towns and cities across the UK and Europe, and are now trusted by thousands of car owners every month to take care of their cars

We aim to simplify the life of all car owners across the UK and EU, providing a stress-free experience for our customers, using technology to improve our services and increase efficiency while always focusing on quality.

Please see below for job responsibilities and requirements.

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