Telephonist & Customer Service Advisor

6 months ago

London, United Kingdom Otto Car Full time

Onsite Location - Northfields, Ealing W5 4TT

Our Story

Otto Car started with just one car five years ago. We're proud to say we are now the biggest fleet of PCO cars in Europe, with over 3,000 cars on the road in London. We've helped over 7,000+ drivers to get on the road, and the numbers are growing each quarter.

At Otto Car, the mission is to give people the freedom to make a difference in their lives and to the lives of those closest to them. We deal with a number of demographics who need assistance, and the right tools to get on the job ladder and succeed. We also pride ourselves on removing any obstacles that could prevent drivers from achieving this success.

Owning a car is often taken for granted, but for many people, the simple act of providing an affordable and sustainable means of car ownership represents the path to financial and social freedom.

At Otto Car you will not only be part of this positive mission, where you will see the physical results of your work on a daily basis, but you will also be in a supportive environment, with plenty of opportunities to grow.

**The Role**

We are seeking an enthusiastic Telephonist/Customer Support Advisor to assist us in the day to day management of customer enquiries.
We are becoming a more data driven company and want your help to both set, agree and improve on SLA’s for all types of communication.
Due to the ebb and flow nature of customer contact the role can be very fast paced and high pressure at certains times of the day. However this does taper off at various times allowing time to focus on the written customer communication.

The day to day involves a lot of active listening and often reading between the lines as the customer may not fully understand the issue they have encountered. Your expertise will be needed to get to the root cause efficiently to resolve the problem.

**Responsibilities and Duties**
- Answering customer phone calls promptly to improve on hold waiting times and deal with a high percentage of customer issues directly
- Recording any complex customer issues accurately, ensuring all the relevant data is collected before passing the details on to the correct department.
- Employing active listening to identify customers needs, educating them about any new products or support tools which can improve their customer experience
- Resolve customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Making outgoing customer service or admin calls to support other aspects of the business.
- Producing vehicle documentation on demand
- Prioritising tasks during high volume periods, ensuring urgent requests are treated as such.
- Assisting the team with internal duties
- Participate in regular training to maintain up-to-date knowledge on company products and policies.
- Taking part in weekly meetings, recording repetitive issues and making suggestions for how to improve them

**REQUIREMENTS**
- IT literate with proven experience in the following:

- Google Suite Programs (sheets/drive/docs/mail)
- Converting file formats (preferable)
- Using CRM’s
- Messaging Tools (eg Slack)
- Support Ticketing Systems (eg freshdesk)
- Excellent level of Spoken & Written English
- Excellent Communication skills on all levels including Senior Management
- Experience of dealing with challenging customers
- Experience of dealing with customer complaints
- Minimum 2 years customer service experience
- Work well under pressure with a positive attitude and as part of a team
- Live within commuting distance and be willing to attend any of our hubs if required.
- Fast learner who frequently uses initiative
- 1 year in the automotive industry (preferred)
- Must have the right to live and work in the UK

We are looking for somebody with great problem solving and customer service skills, who can think proactively and find solutions quickly and effectively

Be flexible and travel to other hubs when necessary to support other departments, share knowledge and receive training..

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Application question(s):

- How many years telephonist experience do you have?

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)

Work Location: In person

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