Customer Support Agent

Company Description

Do you have experience managing complaints directly from customers in a B2C start-up environment for the UK or other Western market?

Looking for a new challenge where you can see the real impact of your efforts and be part of something big?

Read on to find out more about this exciting new opportunity with our client

Our client was founded in 2017 to bring car maintenance into the 21st century. Because they believe booking an MOT in this day and age 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, our client provides 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 their launch in Manchester (UK) in 2017, they 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 They have recently joined forces with Renault Group (the legendary car manufacturer) to continue their UK expansion and launch their service in France and the rest of the EU.

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.

Customer engagement of all types will be your passion as you will communicate with not only our direct customers, but consider garage partners as your "customer" base too.

To be successful in this role you will have strong communication skills and be confident in relationship building as well as resolving complex queries passed to you by the Customer Service team. You will play an integral role in driving customer success for the company.

Responsibilities - What you'll be doing:

Your main duties and responsibilities will include, but will not be limited to:

• 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
• 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 to supervise the team in the absence of a manager.

Requirements - The ideal candidate will:

• 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 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

Work Schedule:

As the client is UK based, you will be required to work to UK daytime:

• Monday to Friday
• 08.00am pm GMT (13.30pm pm IST)

Pay & Benefits - What we offer in return:

• Annual CTC: lakhs per year
• An unparalleled opportunity to be an early team member of what we believe will be one of the most famous start-ups of the next 10 years
• Be part of a passionate, friendly and transparent culture which encourages your suggestions for improvement as we grow
• 22 days annual leave 11 bank holidays
• Full training and ongoing support
• Company laptop provided
• Fully remote role