Job Summary:
- To provide exceptional customer support across multiple channels tickets, calls, resolve inquiries, and gather feedback through call data, ensuring a positive customer experience and contributing to company growth.
Key duties and responsibilities:
- Manage inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Work on customer tickets resolving both escalated and created tasks
- Keep records of all conversations in our call centre database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
- Identify and escalate priority issues and concerns to management
- Assist customers in after-sale services through surveys, customer call-ins, and other follow-ups as assigned
- Escalate to third parties for customer support and resolution of repairs, accidents and insurance
- Handle emergency issues raised by customers on road traffic accidents, evacuations and rescues and escalate as per process
- Support in thermal incidences and escalate to management
- Support in issues related to driving training, logbooks and number plates and escalate as appropriate
- Receive and escalate customer documentation related to incidences and accidents
- Attend in-person trainings on product, system and process escalations
- Propose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting
- Assist in any other customer support tasks as requested by the supervisor
Experience/Skills Required
- Previous experience in a customer support role
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Track your own work daily and compare to benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.
