Customer Experience Associate - Inspiring Interns & Graduates

Our client is a marketplace for car mechanics that enables customers to acquire real-time industry standard quotes and quickly book a vetted mechanic online.

As a member of the Customer Experience team at this fantastic automotive repair company you will be responsible for; providing service excellence to Customers and partner Mechanics, passionately taking ownership, making great decisions whilst doing the right thing.

What a day as a Customer Experience Associate may consist of:

• Responsible for the experience of customers and mechanics contacting the company; handling inbound calls proficiently and confidently


• Reaching out to customers booked with us; making outbound calls to attain payment authorisations, manage booking amendments & cancellations, accurately confirming booking updates and updating our systems accordingly


• Monitoring and replying to emails and cases, through our contact management system with high levels of accuracy and details


• Liaising with mechanics to manage customer bookings; getting to the bottom of any issues and provide any necessary support with our systems and processes


• Arrange and prioritise competing requirements, tasks and requests


• Actively contributing great ideas; challenging our 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 our customers, mechanics and the company.

Key Requirements:

• Is committed, dedicated and hardworking; a team player, unafraid to get stuck in and make suggestions


• Is 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; we have a load of great tech which we built ourselves


• 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

Benefits:

They offer a competitive salary, including lots of other fantastic benefits:

• Relaxed, fun office environment - a laidback dress code


• Weekend warm up – with Friday drinks and food


• Help you with your 5 a day – fresh fruit for the team


• Regular all company socials – meet your team and your business


• Work directly alongside the founders and management team – shape the direction of the business


• A great start-up opportunity - develop your career at this exciting early stage of transformation