Customer Success Agent

3 months ago

Milton Keynes, United Kingdom Teletrac Navman Full time

**Customer Success Agent - Retention & Renewals**

**10-month Temporary Maternity Cover**

**About Teletrac Navman**:
Teletrac Navman is a dynamic organization specializing in providing cutting-edge solutions in fleet and asset management. As a global leader in this field, we are committed to facilitating seamless operations for businesses through our innovative technologies and dedicated services.

**Location and Working Hours**:
This role is based at the Milton Keynes office, and you'll be expected to live within a reasonable commuting distance.

The working hours are: Monday to Friday, 09:00 - 17:30

**What You'll Be Doing**:
Joining the team to cover 10 months of maternity leave, you’ll be a crucial member of our Customer Success team based in the Milton Keynes office.

Your primary focus will be managing customer queries from inception to resolution, ensuring customer satisfaction, retention, and renewals to meet targets.

**Your responsibilities include**:

- Actively process the cases allocated to you daily to meet individual and team KPI’s
- Accurately log all customer interactions and next actions on SalesForce CRM
- Provide clear communication and collaborate with internal teams (Credit Control, Field Services, Order Management, Onboarding, Sales) to meet monthly & annual churn targets.
- Delivering a best-in-class customer experience.

**What You'll Need**:
**To thrive in this role, you should be a reliable team player with the following**:

- Reside within a practical commuting distance of Milton Keynes with full work rights. (Essential)
- Ability to work autonomously with effective time management and task prioritisation when under pressure and dealing with volume.
- Previous experience in problem-solving to resolve B2B customer queries and retaining their business.
- A proactive approach to making outbound calls,
- Effective collaboration and communication skills.
- Accuracy in your work
- Possess a curious nature with a passion for learning and developing your skills.
- Ability to adapt quickly to new processes and systems.

**Highly Desirable**:

- Background in technical product and/or account management support.
- Passion for technology.
- Knowledge of Salesforce/CRM systems.

**What’s in it for you**:
At Teletrac Navman, we prioritize a 'people first' approach, offering a fantastic company culture with growth and progression opportunities. Your benefits include:

- Working in a team that loves to work together, has regular team catch-ups, learning from each other, and delivering excellence.
- Access to: a variety of medical, dental, and vision plans and other wellness initiatives
- Annual leave: 23 days per annum (pro rata)
- Company pension: contribution at 6%, life insurance at 4 x annual salary
- Learning & Growth: Full access to product and skills training, with ongoing development opportunities
- Career progression: over 30% of vacancies year to date have been filled internally.
- Employee Assistance Program (EAP): Access to a range of support and resources such as counseling services and support for major life events, pet insurance, weight and health coaching, financial and legal concerns, and more
- Community Impact: Charitable fundraising activities and a paid Day of Caring for volunteering

**What's Next**:
If you're a Customer Success Agent, excited about solving customer problems and delivering great service, and you're looking for an organization where you can develop new skills, we want to hear from you

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