To provide exceptional customer support across multiple channels (tickets, calls), resolve inquiries, and gather feedback through call data, ensuring a positive customer experience and contributing to company growth.
Key Duties and Responsibilities
Manage inbound and outbound calls in a timely manner
Follow communication “scripts” when handling different topics
Identify customers’ needs, clarify information, and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Work on customer tickets resolving both escalated and created tasks
Keep records of all conversations in our call centre database in a comprehensible way
Meet personal/team qualitative and quantitative targets
Identify and escalate priority issues and concerns to management
Assist customers in after-sale services through surveys, customer call-ins, and other follow-ups as assigned
Escalate to third parties for customer support and resolution of repairs, accidents and insurance
Handle emergency issues raised by customers on road traffic accidents, evacuations and rescues and escalate as per process
Support in thermal incidences and escalate to management
Support in issues related to driving training, logbooks and number plates and escalate as appropriate
Receive and escalate customer documentation related to incidences and accidents
Attend in-person trainings on product, system and process escalations
Propose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting
Assist in any other customer support tasks as requested by the supervisor
Experience & Skills Required
Previous experience in a customer support role
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Track your own work daily and compare to benchmarks
Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content
