Customer Service Executive – Fleet Support

Job Title – Customer Service Executive – Fleet Support

Job Location – London

Salary – £24k – £25k

In the role of Customer Service & Fleet Support, you will be focused on providing customers with operational and vehicle support. You will form part of our client’s front-line customer service team.

You will be welcoming new customers, as well as providing telephone support to customers with queries about their vehicle.

In addition, you will support the Operations Coordinator in managing the maintenance of the rental fleet and any vehicles returned, plus working with our regulated customer base, supporting them in maintaining service requirements.

Responsibilities:

• Operational Customer Service: Answering incoming calls and helping customers with queries about their vehicle or hire.
• Resolving customer issues on first response or creating cases for other staff members to resolve.
• Responding to incoming emails.
• Answering customer calls to help them with issues they may have with their vehicles, e.g., where a car needs to go to get tyres, have a service, go for a bodywork inspection, etc.
• Meeting and greeting new customers and supporting them through their on-boarding process, both in the office and prior to their arrival.
• Leading customers through the on-boarding process at our offices.
• Explaining their hire contracts and responsibilities during the lease/hire period & answering any queries they might have.
• Communicating with customers around active insurance claims.
• Booking vehicles in for service and repair.
• Keeping in contact with our suppliers to ensure that repairs are completed on time.
• Assisting the operations coordinator with the licensing of private hire vehicles with authorities and councils in cities across the UK and managing any compliance issues.
• Insurance administration – Updating our fleet management system with information received on active insurance claims and responding to emails and calls from our insurer and accident management company.
• General fleet administration.

Key Skills/Experience Needed:

• Hard working
• A friendly personality
• Enjoy contributing to the team and growing with our company
• A good communicator, patient, understanding, and genuinely enjoys helping customers.
• Good time management and multi-tasking skills.
• Process driven.
• Happy to work under pressure
• The ability to assert yourself when necessary, particularly with challenging customers.
• Good communications via email, phone, text, WhatsApp.

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