Customer Support Agent
: Job Details :


Company : Teletrac Navman


Job Location : Milton Keynes, ENG, UK


Posted on : 2020-10-18T00:00:00.000000000Z


Job Description :

Do you have a passion for delivering excellent customer support?

Are you experienced in providing this over the telephone, on email and on live chat?

Our customers are very important to us and due to internal people development, we have an exciting opportunity within our Milton Keynes office for a Customer Support Agent to join the team!

You will be customer focused with excellent communication skills who is able to give the highest standard of care and support to our existing and new customer base.

A team player attitude is essential as well as the ability to take ownership of all customer support enquiries to ensure the desired outcome is achieved.

As a Customer Support Agent, you will bring your passion for customer service and skill in being able to really listen to the customer and resolve their issues using your understanding of technology to help you.

The ability to listen to customers and ask questions to fully understand the issue is essential in this role.

Reporting to the Customer Support Team Leader, the role will be based in Milton Keynes and works 37.5 hours per week.

Currently, the ability to work from home is essential until we return to the office.

If you have previous customer service / technical support gained within a call centre environment this opportunity is for you!

WHAT YOU WILL DO

Dealing with and resolving customer queries quickly with a friendly and efficient manner, often under pressure.

Identifying the need to escalate more complex queries to the relevant teams or departments

Liaising with customers directly via telephone and e-mail

Reactively manage all 1-9-unit fleet customers’ accounts retention, renewal and customer account activities, to keep churn under annual targets and to deliver a best in class customer experience

Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved at Tier 1 level or whether it requires escalation

Working within SLA’s – Ticket Resolution Times, Call Handling Times

Ensuring excellent customer service and support throughout

Updating and Managing the CRM tool for all customer issues

Liaising with internal teams to find resolutions for customer issues

Attend, contribute and present at team meetings and other internal events

Work tirelessly to achieve team targets relating to retention and growth

Maintain a knowledge base of product and solution features/functionality of competitor and own products

ABOUT YOU

At Teletrac Navman, we believe in YOU.

We believe in your potential - your ability to learn, grow and make an impact.

And we believe in giving you the opportunity, accountability and visibility to do just that.

To be successful in this role, YOU will be equipped with:

Previous experience within customer service / technical support gained within a call centre environment is essential

A passion for technology

Experience of dealing with and resolving customer issues over the telephone

Good telephone manner and a desire to go above and beyond

IT literate and ability to use MS office tools

Willingness to be extremely flexible

Ability to work well under pressure

Desire to learn and progress within the Company

Desirable:

Knowledge of SAP / CRM systems desirable

A background in technical product support

Along with career development opportunities and working with a management team that enables you to achieve your goals, you will enjoy a pivotal role in an international SaaS organisation.

Come and join our culture of challenging the status quo, continuous improvement, and being customer obsessed.

Applicants for this position must have the right to live and work in the UK.

Future cities are smarter cities, and they need infrastructure and tools for advanced mobility, reliability, safety, efficiency, and quality of life.

Vontier is ready to build that future.

We are a global industrial technology company focused on smarter transportation and mobility.

Our portfolio is built on market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities.

United by a vibrant, inclusive culture and our proven business system, our 8,000+ team members are mobilizing the future to create a better world.

Ready to advance pioneering solutions for intelligent diagnostics, electric vehicles, and smart cities?

Move your career forward at Vontier.

Teletrac Navman is a leading software-as-a-service provider of location-based technology for managing mobile assets.

With specialized solutions that deliver greater visibility into real-time insights and analytics, we help companies make better decisions to enhance productivity and profitability.

Our fleet and asset management technology uncovers information that would otherwise go unseen, helping customers reduce risk and confidently move their business forward with certainty.

Our solution tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world.

For more information visit: www.teletracnavman.com.




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