At a Glance
- Tasks: Deliver top-notch customer service and support to enhance client experiences.
- Company: Join VisionTrack, a leader in AI video telematics and connected fleet data.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for growth.
- Other info: Collaborative environment with a focus on teamwork and career development.
- Why this job: Be the voice of our customers and make a real difference in their journey.
- Qualifications: Strong admin skills, customer service experience, and a proactive mindset.
The predicted salary is between 20790 - 25410 £ per year.
Customer Experience Advisor
Vision Track is the leading global provider of AI video telematics and connected fleet data.
- Overview
- Customer Experience Advisor
Vision Track 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 Vision Track 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.
- Order Management & Customer Support
- Process customer orders, quotations and pro forma invoices accurately and efficiently.
- Manage customer enquiries, order updates and delivery communications.
- Account Manager Support
- Provide administrative support, reporting and account updates for key customers.
- Assist with customer reviews, action tracking and service improvement initiatives.
- SLA Monitoring & Reporting
- Monitor customer SLAs and produce service performance reports.
- Identify risks early and work with internal teams to prevent customer impact.
- RMA & Technical Support Coordination
- Manage RMAs through the ticketing system and coordinate resolutions with Tech Support.
- Monitor open cases, provide customer updates and drive timely closure.
- Invoice Accuracy & Credit Control Support
- Support accurate invoicing, billing queries and credit reduction initiatives.
- Assist with aged debt queries and work with Credit Control to resolve disputes.
- Low-Touch Sales Support
- Support customer sales enquiries, product recommendations and quotation requests.
- Liaise with product specialists via Teams to provide accurate customer information.
- Cross-Functional Coordination
- Work closely with Operations, Logistics, Finance, Billing and Technical teams.
- Escalate risks, chase actions and ensure customer commitments are delivered.
- Key Skills Required
- Strong administration, customer service and account support experience.
- Excellent attention to detail with a right-first-time approach.
- Experience producing reports and monitoring SLAs.
- Confident communicator with strong stakeholder management skills.
- Proactive problem-solving and ability to manage multiple priorities.
- Good Microsoft Office skills, particularly Excel and Outlook.
- Ability to work collaboratively across departments and drive actions to completion.
- Based at Tunbridge Well Office (min 3 x per week on Rota) Hybrid role after first month
- Monday - Friday 09h00 - 17h00
- #J-18808-Ljbffr
Customer Experience Advisor employer: VisionTrack
VisionTrack is an exceptional employer located in the vibrant town of Tunbridge Wells, offering a dynamic work culture that fosters collaboration and innovation. As a Test Engineer, you'll have access to cutting-edge technology and opportunities for professional growth in the rapidly evolving field of IoT and embedded systems. With a focus on employee development and a supportive team environment, VisionTrack is committed to shaping the future of connected vehicle technology while ensuring a rewarding and meaningful career for its staff.
