Customer Experience Advisor

Customer Experience Advisor

Overview VisionTrack is the leading global provider of AI video telematics and connected fleet data.

The Customer Experience Team provides full support to selected customers and ‘manage’ all areas of the customer’s account.

We are looking for a Customer Experience Advisor who is passionate about providing high standards of customer service and delighting our customers.   This role will be to provide comprehensive support and exceptional service levels to enrich our customers journey with VisionTrack   Providing support to our customers as well as our Account Management team, setting them up for success and taking a proactive approach to customer care and customer engagement.Responsibilities

 First point of call for visitors & phone calls and emails - ensuring customer service of a high standard.

• First point of contact for all customers via the telephone.
• Answering telephone enquiries and triaging to the correct department.
• Assisting and guiding customer queries via a shared inbox & ticket system.
• Quotations & Customer Onboarding (Selected Customers)
• Product advice and assistance.
• Sales order processing
  • Prcessing orders received from customers and account managers.
  • Sense checking rders entered by the Sales team.
• General customer care & Customer engagement
  • Order status updates.
• Customer Account Health checks for Subscription billing
• Subscription Contract Renewals.
  • Sense checking subscriptins due for renewal and liaising with the customer.
• Asset Management.
• Raising invoices and credits.
• Raising RMAs for returns.
  • Checking gods are returned within the 30 day returns policy.
• Supporting Credit Control aged debt – resolving issues to ensure customer satisfaction and payment.

Qualifications

Excellent telephone manner.

Exceptional customer engagement / customer service skillsStrong organisational skills with the ability to multi-task Ability to work alone and as part of a team.

Office/Administration experience is essentialStrong Microsoft Office experience & experience with Bespoke systemsDetail orientated.Good communication skills (verbal and written)