Customer Service Advisor

Job Description

The Radius Telematics Operations department are seeking a skilled and customer-focused individual to join our team as a Customer Service Advisor in the field of Telematics. As a Customer Service Advisor, you will play a vital role in providing exceptional support to our customers, ensuring their satisfaction and resolving any issues they may encounter.  

Your responsibilities day to day will be… 

• Provide outstanding customer service and support across various channels, including inbound calls, webchats, emails, and tickets. 
• Engage with customers professionally and empathetically, actively listening to their concerns and providing effective solutions. 
• Troubleshoot and resolve customer enquiries, 1st line technical issues, and service-related problems in a timely manner 
• Demonstrate in-depth knowledge of Telematics systems, including hardware, software, and associated technologies. 
• Educate customers on the functionalities and benefits of Telematics products to enhance their understanding and usage. 
• Collaborate with cross-functional teams, such as technical support and implementations, to address complex customer issues and ensure their resolution. 
• Maintain accurate and detailed records of customer interactions and transactions in our CRM system. 
• Escalate critical issues to the appropriate departments and follow up to ensure timely resolution. 
• Stay up-to-date with industry trends, telematics advancements, and product updates to provide accurate and relevant information to customers. 
• Identify opportunities for process improvement and contribute to the enhancement of customer service procedures. 

Qualifications

• Proven experience in a customer service role, preferably in the Telematics or automotive industry. 
• FCA experience would be beneficial but not essential.  
• Strong communication skills, with the ability to articulate complex technical concepts in a clear and concise manner. 
• Proficiency in working across multiple platforms such as inbound calls, webchats, emails, and tickets. 
• Excellent problem-solving skills, with the ability to think analytically and provide effective solutions. 
• Outstanding interpersonal skills, with the ability to build rapport and establish positive relationships with customers. 
• Detail-oriented mindset, with strong organisational and multitasking abilities. 
• Flexibility to work in a fast-paced environment and adapt to changing priorities. 
• A team player & can-do attitude. 
• Strong attention to detail and consistent accuracy. 
• Good knowledge of Microsoft Office Products. 
• Good standard of literacy in written English.