Customer Care Representative

hace 5 días

Bogotá, Bogotá D.E., Colombia Autocab A tiempo completo
About the Role

We are seeking a skilled Customer Care Associate to join our team at Autocab. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service, driving up customer satisfaction and recommendation levels.

Responsibilities
  • Provide a single point of contact for our customer accounts, maintaining professionalism and ensuring our customers are informed as to changes and improvements.
  • Update customers on outstanding issues and through ownership progress to successful resolution.
  • Deliver quarterly account calls to address any outstanding issues or concerns that act as a barrier to customer satisfaction.
  • Educate customers to product features, ensuring they are using the product effectively.
  • Prioritise outstanding issues and escalate accordingly to resolve issues prior to becoming a retention problem.
  • Coordinate regular account optimisation sessions if/when appropriate.
  • Accountable for all customer health/satisfaction KPIs and customer retention and churn.
Requirements
  • Excellent communication skills, both verbally and written.
  • Able to empathise and understand customer pain points and concerns.
  • Able to work under pressure in sometimes sensitive situations.
  • Highly organised and an active listener with a professional attitude.
  • A strong team player with a can-do attitude and excellent Customer Service skills.
About You
  • Knowledge or previous experience of working with bespoke software.
  • Customer care via a telephone-based account management or support function.
  • Previous experience in a customer-facing role.
What We Offer
  • A competitive salary of £25,000 per annum.
  • 25 days holiday, plus bank holidays.
  • Company Pension scheme: 5% Employee and 4% Employer contribution.
  • Team lunches and Uber Eats voucher each month.
  • Lifetime Assurance - 24/7 cover, 2x your basic salary.
  • Bonusly reward and voucher scheme.
  • Cycle to Work scheme.
  • Confidential 24/7 employee assistance programme.
  • A collaborative, team-focussed culture with regular events and competitions.

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