Job Summary:

• 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.