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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VisionTrack. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VisionTrack before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VisionTrack:Your cover letter is your chance to shine! Tell us why you want to work at VisionTrack specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VisionTrack!
How to prepare for a job interview at VisionTrack
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
