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GradBay
,
London, Greater London
Customer Experience Associate £22K Online Marketplace for Mechanics London
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
The Business Our client is the online marketplace for mechanics; bringing customers trust and transparency to vehicle repairs. Their platform enables customers to get real-time quotes (a first in Europe), allowing for quick and easy booking with a vetted and trusted mechanic. The Job Responsible for the experience of customers and mechanics contacting the business; handling inbound calls proficiently and confidently Reaching out to customers booked through the platform; making outbound calls to attain payment authorisations, manage booking amendments & cancellations, accurately confirming booking updates and updating the systems accordingly Monitoring and replying to emails and cases, through the contact management system with high levels of accuracy and detail Liaising with mechanics to manage customer bookings; getting to the bottom of any issues and provide any necessary support using the systems and processes Arrange and prioritise competing requirements, tasks and requests Actively contributing great ideas; challenging the team and processes to identify, test and implement improvement opportunities Maintaining strong relationships across your contacts; taking responsibility, making great decisions, and doing the right thing for the customers, mechanics and the business. Who fits the bill? Someone who is committed, dedicated and hardworking; a team player, unafraid to get stuck in and make suggestions A fantastic and experienced communicator; who is clear, strong and confident in both verbal (Inbound & Outbound Calls) and written forms, with the ability to build relationships whilst manage expectations in demanding situations Has a strong moral compass and is driven to do the right thing; who manages a customer’s needs with empathy, care and compassion Is insatiable in their quest to provide a positive customer experience Has excellent organisational and time management skills Keeps their cool; is calm under pressure and is unrelenting in their questioning to solve customer problems and find a resolution Has strong IT skills and loves to learn; they have a load of great tech which they built themselves Loves to provide fabulous service, making people happy; who enjoys doing this all with energy, passion and a big smile. Additional Extras Experience with customer service and handling phone calls A passion for all things cars, engines and machines would be a massive bonus, certainly not essential