Customer Service Liaison Specialist

4 days ago

Kolkata, West Bengal, India beBeeSupport Full time ₹ 5,00,000 - ₹ 6,00,000

Job Title: Customer Support Associate

About the Role:

This is an incredible opportunity for someone who is looking to make a huge impact within a start-up that aims to simplify the life of all 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 garage partners to provide a solution – monitoring the customers' complaint from start to finish to ensure it is resolved in a timely manner.

Responsibilities:

  • Resolve escalated customer queries/complaints (UK customers)
  • Liaise with UK garage partners to agree a solution and monitor complaint progress to ensure agreed actions are completed in a timely manner
  • Aim to resolve complaints as quickly as possible, working 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
  • Monitor trends in complaints and work 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
  • Assist the customer service team in handling general customer queries (aside from complaints) where necessary – by managing incoming calls, emails and live chat requests
  • Access and manage all active and closed complaints.
  • 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 complaint trends to the manager each week.
  • Create action plans to reduce complaints and develop new processes to minimize them.
  • Report garage and driver escalations.
  • Reply to reviews and investigate low NPS.
  • Help supervise the team in the absence of a manager.

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