Customer Service Representative London, England
Job description
We founded Fixter to bring car maintenance into the 21st century. Because we believe booking an MOT in this day and age should be as simple as booking a taxi, or ordering a takeaway. Simple, streamlined and stress-free. And completely on demand.
Bringing together car industry specialists and state-of-the-art digital experts, Fixter provides a complete end-to-end service with world-class customer experience, designed to liberate car owners from the stress of booking a high street garage service.
Since our launch in 2017, we have expanded to over 100 towns and cities across the UK and Europe, and are now trusted by thousands of car owners every month to take care of their cars! We have recently joined forces with Renault Group to continue our UK expansion and launch our service in France. So now is a super exciting time to join us!
We work hard to look after our customers at Fixter, but we also work hard to look after our teams - offering a competitive salary, bonus, fun social events outside of work - and much more to make sure you feel valued as part of our team.
Alongside your colleagues at our offices in Angel, you'll be the first point of contact for our customers.
Customer engagement of all types will be your passion, as you'll also liaise with our garage partners to help manage our customers’ bookings with a high level of care.
To be successful in this role, you'll already have experience handling incoming calls from members of the public, covering a wide range of enquiries.
However, if you don't have experience in a similar environment, but can demonstrate excellent customer service skills in another environment and are keen to learn - we'd love to hear from you.
You'll play an integral role in driving customer success for the company through this pivotal point in our growth, and beyond - so it's key that you've worked in a busy environment before (preferably, at a start-up), to confidently assist and guide customers through their journey with us.
Your main duties and responsibilities will include, but will not be limited to:
- Answering a range of incoming enquiries via telephone, email and live chat - assisting customers in using Fixters' service
- Investigating more complex queries by liaising with garages and internal colleagues, before following up with customers to provide a resolution
- Taking ownership for first call resolution where possible - whilst being confident to escalate or ask for advice when unsure, keeping customers updated each step of the way
The ideal candidate will:
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Have a passion for best-in-class customer service, with demonstratable experience of managing inbound and outbound calls, as well as live-chat and email queries - in a B2C environment
- If not, demonstratable experience in another high pressure customer service environment - such as hospitality - may be considered
- Be confident in providing solutions, and escalating where required
- Have excellent time-management skills and an ability to manage your own workload
- Be proactive in dealing with enquiries/complaints
- If you have motor vehicle technical knowledge, this would be a plus! But not a requirement
- Be flexible to meet the demands of supporting our customers
- Have excellent written communication skills
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Be able to build rapport with colleagues in other teams
Additional Information
What we offer in return:
- Initial "Fixter" training and ongoing support from your team
- 25 days holiday PLUS bank holidays
- Hybrid flexible working - to be agreed with your manager after you complete training
- Equipment to ensure you can effectively work from home. You'll be provided with a MacBook, plus £250 home office budget for anything else you need to get started
- Private Medical Insurance
- Pension with 4% employer contribution
- Training budget (to be discussed with your manager)
- Of course, you'll enjoy discounts on all Fixter services
- Regular social events to bring us together such as paintballing, bowling, and ping pong!
