Customer Service Desk Agent

3 weeks ago

Crewe, United Kingdom IMS Full time

**Company Overview**

IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service which is low cost and scalable, ensuring:

- That the products remain in good working condition and continue to generate the
- The accuracy of the tracking and risk management data.
- Provide a single point of contact for all inbound enquiries and issues
- The purpose of the Customer Service Desk Agent role is to deliver the IMS products to
- customers, keep them working, validate the data produced and provide a seamless
- customer journey to issue resolution.

**Specific Responsibilities and Accountabilities**:
The Customer Service Desk Agent is a vital component of the business, responsible for:

- Managing incoming customer queries allocating them to appropriate fulfillment

solutions and enabling completed tickets to be effectively communicated
- Arranging for new enrollments to go ahead as planned.
- Provide 1st response resolution to queries related to IMS products where applicable
- Reviewing data produced by the device to ensure that it is accurate.
- Provide a single point of contact for customers via multi-channel methods and create

a seamless transition to appropriate resolution teams

**Essential**
- Experience working in a contact centre or service desk environment
- Experience in a customer facing role
- Great written communication, verbal communication, and telephone manner.
- Ability to work independently with limited supervision.
- Experience across a wide range of IT systems with a proven capability to learn new systems

quickly
- Strong organizational skills and the ability to work well under pressure in a busy

environment with a focus on delivering great customer service.

**Desired**
- Previous experience working with Insurance or data products
Previous experience of analysing and interpreting large data sets
- ITIL foundation certified or aware
- Fluent in Spanish, verbally and written word
Key Internal and External Relationships:

- Internal
- All levels within the Service Delivery Team
Customer Sales and Account Management
IT and Supply Chain Departments
- External
Customer and Suppliers Knowledge, Skills & Experience

**Other Contextual Information/Special Features**:
Due to the geographical nature of the role, availability outside normal Canadian or UK hours may be required

**Why should you join us?**

We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times
- Flexible remote working options
- Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing
- 'Work From Anywhere' Policy - work almost anywhere in the world for 30 days per year
- Employee Assistance Program and an enhanced maternity/paternity package
- We want to see you grow and do great things We’re committed to your personal and professional development
- Funded training opportunities and a dedicated online learning platform
- Management coaching programs
- Corporate Gym Membership
- Auto
- Enrolment Pension & Private Medical Insurance
- Cycle to Work and Car Maintenance Salary Sacrifice discounts
- Discounted Employee Mobile Phone contract
- Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards

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