Customer Support Agent

3 weeks ago

Maidstone, United Kingdom Automotive Transformation Group Full time

**Customer Support Agent
Are you ready to join an innovative organisation redefining the way we buy and sell cars?
We know just how frustrating the hunt for a new job can be. Much like the process of finding the perfect carBut look no further
Automotive Transformation Group’s mission is to make buying cars easy and seamless for consumers, and we want your experience working with us to be just as enjoyable.
We believe in the transformative power of innovation, and with technology at our heart we love drawing on the talent and expertise of our diverse team to enhance our products. As an Automotive Transformation Group colleague, you will be supported and encouraged throughout your progression with us, and we have a wide range of departments you can explore working with.

Join us in helping some of the world’s best-known brands improve efficiency, reduce costs, and ultimately offer a first-class consumer experience. Advance your career with Automotive Transformation Group today and like your dream vehicle, you can rely on us to take you places you’ve always aspired to go.

**Overall Job Purpose / Role Purpose:
A Customer Support Agent is responsible for ensuring impeccable levels of customer service are provided daily to some of the world’s biggest motor retailers and manufacturers. Our industry is extremely fast paced, and no two days are the same. As such the support tasks you undertake will be varied, ranging across the digital landscape from rectifying issues to project managing new technology installations onto live websites.

Reporting into the Customer Success Management team, the role requires you to be highly motivated and delivery focused. You will need to become an indispensable part of a large team, working together to support, advise and guide our ever-increasing customer-base on their digital journey. The team works together on the majority of our customer base to help them with any training or understanding of our software, implementation of any requests, and aiding in resolving any issues. As a Customer Support Agent, you will need to be able to build a rapport with a customer quickly, giving them the confidence that you are able to deliver on their needs.

You will also work with every department within the business to be able to deliver on any customer requirements ranging from design, front-end styling amends and software configuration. Additionally, you will be exposed to our Product Owners should issues arise within the software.

**Key Responsibilities**:

- Take full ownership & responsibility of each request and/or query raised by any/all customer(s) until point of resolution.
- Actively strive to achieve high levels of customer satisfaction.
- Be the custodian of all communication between ATG and the customer.
- Providing ongoing guidance and training support on all ATG software products to our customers.
- Make customers aware of our Help Centre resources to deliver efficiencies where possible.
- Coordination and implementation of new orders into the business for live customers.
- Have a good working relationship with the Sales Team to identify areas of opportunity to deliver customer objectives and upsell where possible.
- Facilitate and embed any strategic objectives requested by line management or directors of the business.
- Ensure customers are informed and up to date with software functionality to drive value of ATG Products.
- Facilitate training requirements for customers where required.
- Ability to understand and competently implement on-brief digital ideas for customers, striving for continuous improvement.
- Adhering to SLAs and ensuring you as an individual and the team meet these, internally and externally.
- Responding to all requests or issues in a quick, clear and efficient manner.
- Adapting to new software and processes internally, as well as suggesting improvements to increase efficiency.
- Ensuring you can manage your workload and prioritise to deliver excellent service to our customers whilst meeting SLAs and KPIs.
- Engaging with our customers across Zendesk (tickets and live chat) and telephone.
- Making regular outbound phone calls to customers to update them on progress of issues and requests or training them on getting the most out of ATG products.
- Actively seeking solutions to requests, product configurations and customer issues. Being responsible for information security and data protection, and supporting the business in complying with any legal obligations imposed upon it through positive actions.

**Technical Competencies**:
Training will be provided on these but any experience would be beneficial:

- Knowledge of ISO27001.
- Ability to use internal software such as ZenDesk, Jira and Sugar.
- Ability to understand software processes (e.g. Agile) through the business.
- Ability to understand the ATG software itself and aid in identifying defects, features and requests.
- Ability to understand different data sets presented through reporting/KPI

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