Customer Experience Associate

2 weeks ago

Birmingham Business Park, United Kingdom cinch Full time

elmo is a start-up and whilst your main focus will be delivering an excellent customer experience there’s lots of opportunities for growth in this role. We’re looking for individuals who can work in an agile and flexible environment using multiple systems.You’ll be one of our first hires and will be working with Fleet Operations & Product teams at elmo to help shape customer experience and processes.

**Role Accountabilities**:

- Act as a point of contact to educate customers about our service as well as electric cars generally
- Process new bookings including ID verifications, credit checks, driving license checks, contract communications, making sure that all our systems accurate, correct and up to date
- Process subscription terminations & understand why customers leave elmo in order to improve service for the next customer
- Support active subscribers with any issues they may have, working collaboratively with other elmo teams to resolve (e.g. billing problems)
- Work closely with our Fleet Ops team to make sure vehicles are ready for customers and support any customer issues that may arise

**Relationships** **Internal**
- Direct report to Head of Customer Experience in the Solihull Office
- Close working relationship with others in the Customer Experience team
- Working relationship with Fleet Operations Coordinator, Fleet Specialists, Product team
- Monthly catch-ups with the whole elmo team

**External**
- You’ll be on the frontline with elmo customers
- You’ll deal with our logistics suppliers to process customer deliveries, swaps and collections

**Knowledge & Experience** **Essential**
- Excellent communicator and interpersonal skills
- Excellent organisational and time management abilities
- Strong ability to multi-task, think on your feet, problem solve and when necessary ‘roll your sleeves up and get involved’ with an appetite to grow and develop

**Nice-to-have**
- Experience working in a B2C customer support/sales environment
- Interest in electric cars
- Familiar with Zendesk or similar CRM tools
- Experience working in a high growth and/or start up business
- Full UK/EU driving licence
- Enjoy a fast paced, ever changing environment

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