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Customer Service Advisor

2 weeks ago

Reading, Reading, United Kingdom FixMyCar Full time

An exciting opportunity to join FixMyCar, the UK's leading online market place linking garages to customers. FixMyCar aims to ensure the best value and service for drivers and offers great commercial opportunities to member garages and associated partners. We are looking to recruit a Customer Service Advisor into our vibrant and hard-working Garage Network Team.

This successful applicant will use their impressive customer service and be responsible for building and sustaining business relationships with customers through their journey with FixMyCar to ensure exceptional customer satisfaction. Previous experience of complaint handling is desirable but not essential.

Please note that this is a 6-month, fixed-term contract.

Primary Purpose of the Position
  • Building and maintaining relationships with customers through telephone and via written communication to ensure customer satisfaction and excellence
  • Responding to, and initiating communications with customers to extract all necessary information, ensuring customer needs are met
  • Owning customers' issues to ensure the requirements are delivered within agreed time-scales and expectations are met
  • Ability to record and take detailed notes stating facts that may be used by other areas of the business or referred back to at a later date
  • Proactively hitting personal and team targets to ensure that customer needs and business objectives are met
  • Making recommendations to improve quality and customer care standards within the business
  • Supporting and assisting team members and line manager with wider Garage Network Team projects, contributing to the team's effectiveness and team spirit
  • Continually developing own knowledge and skills to meet both individual and team objectives
  • Dealing with a high volume of inbound calls and emails

Requirements

Knowledge & Skills

  • Excellent verbal and written communication to interact clearly and professionally with customers
  • Excellent attention to detail
  • Ability to empathise with customers, handle complaints (desired), and provide a positive experience
  • Active listening to understand customer needs and respond appropriately
  • Proficiency in using computers, email, and customer management software or CRM systems
  • Ability to manage time, multitask, and prioritise tasks efficiently
  • Previous experience in a customer-facing role is preferred

Attributes

  • Friendly, patient, and approachable demeanour
  • Resilience and ability to handle challenging customers or situations calmly
  • Self-motivation and pro-active attitude
  • Team player with the ability to collaborate effectively

Benefits

  • Remote/flexible working
  • Holidays: 25 days per annum + Birthday Leave (1 day)
  • Private Medical Insurance (70% Company funded)
  • Life Assurance (4x basic salary)
  • Pension: 5.5% Employer contribution (5% Employee contribution)
  • Employee Assistance Programme
  • Flu vaccinations allowance
  • Home-based allowance
  • Eye test allowance
  • 2 volunteering days
  • Elective work location change (work from anywhere)
  • Holiday Buy-Back Scheme: Buy 5 days additional holiday (After 1 years' service)