Customer Experience Associate

hace 7 días

Bogotá, Bogotá D.E., Colombia Autocab A tiempo completo

Role Overview

We are seeking a highly 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 and driving up customer satisfaction and recommendation levels.

Key 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 and ensure 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.
  • Accountable for customer retention and churn.
  • Work with marketing to provide continual customers education and awareness.
  • Handle basic customer complaints.
  • Liaise direct with customers via various methods (i.e. Telephone, email).
  • Provide professional and prompt responses to all customer feedback.
  • Direct queries and requests to the relevant department when required but always owning the feedback and relationship so there is only one single point of contact.
  • Obtain and evaluate all relevant information to handle product and service enquiries.
  • Keep and maintain a record of all customer interactions.
  • Make courtesy calls to customers as and when required.
  • Ensure that relevant departments are communicated/escalated to as and when required.
  • Identify possible cross-sell or up-sell sales opportunities through questioning and work with sales to deliver appropriate solution.

Collaboration and Relationships

  • Externally with customers.
  • Internally with Team Leaders, Service Desk Manager, Sales, Field Engineering, Installation Team(s), Finance, Sales.

Candidates should have excellent communication skills, both verbally and written, and be able to empathise and understand customer pain points and concerns. They should also be able to work under pressure in sometimes sensitive situations and have a professional attitude. A strong team player with a can do attitude is essential. The ideal candidate will have knowledge or previous experience of working with bespoke software, customer care via a telephone based account management or support function, and previous experience in a customer facing role. Experience of progressing customer issues through to successful resolution is also desirable.

Benefits

  • You'll receive full training on the Customer Care role, our products and how you can best support our customers.
  • A competitive salary.
  • 25 days holiday, plus bank holidays.
  • Company Pension scheme: 5% Employee and 4% Employer contribution.
  • Team lunches and Uber Eats voucher each month.
  • Life 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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