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Customer Support Agent

Digital Transformation has finally hit the Automotive Industry!

Despite technology revolutionising the future of ecommerce, the way we’ve bought and sold cars has largely remained the same for over three decades. Customers had no choice but to trek to their local car dealership to access the best vehicles and latest offers. But thanks to the Automotive Transformation Group, that is no longer the case!

W ith almost 50 years’ of combined industry experience, the Automotive Transformation Group is comprised of two internationally recognised brands – GForces and Autofutura. We are the first of our kind within the industry, creating more than just successful and user-friendly websites for car dealers and manufacturers. Our NetDirector® Suite delivers a seamless and omnichannel solution for all those within the sector who want to stand out from the evolving competition; offering state of the art technology and invaluable data insights to maximise vehicle sales!

Since completing this game-changing merger last summer, we are committed to creating new products, investing in new ventures and developing our teams to truly become a key innovator of change. There has never been a more exciting time to join us on this journey!

Overall Job Purpose / Role Purpose:

The Role

A Customer Support Agent (Mid-Weight) is responsible for ensuring impeccable levels of customer service are provided every day to some of the UK’s biggest motor retailers. Our industry is extremely fast paced, and no two days are the same. As such the support tasks you undertake will be varied, ranging across the digital landscape from rectifying issues to project managing new technology installations onto live websites. As a Customer Support Agent ( Mid-Weight) you will work closely with the Senior and Lead team to drive success in the team, being a custodian of GForces and a point of knowledge and support for the more Junior members of the team.

Reporting into the Customer Success Management team, the role requires you to be highly motivated and delivery focussed. You will need to become a pivotal part of a large team, working together to support, advise and guide our ever-increasing customer-base on their digital journey whilst assisting and training the Customer Success Agents. The team works together on most of our customer base to help them with any training or understanding of our software, implementation of any requests, and aiding resolve any issues. As a Customer Support Agent ( Mid-Weight) , you will need to be able to build a rapport with a customer quickly, giving them the confidence that you are able to deliver on their needs.

You will also work with every department within the business to be able to deliver on any customer requirements ranging from design, front-end styling amends and software configuration. Additionally, you will be exposed to our Product Owners should issues arise within the software.

Key Responsibilities

• Take full ownership & responsibility of each request and/or query raised by any/all customer(s) until point of resolution.
• Actively and consistently achieving high levels of customer satisfaction.
• Be the custodian of all communication between ATG and the customer.
• Providing ongoing guidance and training support on all ATG software products to our customers.
• Make customers aware of our Help Centre resources to deliver efficiencies where possible.
• Coordination and implementation of new orders into the business for live customers.
• Have a strong relationship with the Sales Team to identify areas of opportunity to deliver customer objectives and upsell.
• Facilitate and embed any strategic objectives requested by line management or directors of the business.
• Ensure customers are informed and up to date with software functionality to drive value of GForces Products.
• Facilitate training requirements for customers and the team where required.
• Ability to drive the conception and development of on-brief digital ideas for customers.
• Adhering to SLAs and ensuring the team meet these, internally and externally.
• Responding to all requests or issues in a quick, clear and efficient manner.
• Facilitate knowledge sharing with the Customer Support Agents and wider Customer Success team.
• Adapting to new software and processes internally, as well as suggesting improvements to increase efficiency.
• Ensuring you can manage your workload and prioritise to deliver excellent service to our customers and meet SLAs and KPIs.
• Engaging with our customers across Zendesk (tickets and live chat) and telephone.
• Making regular outbound phone calls to customers to update them on progress of issues and requests or training them on getting the most out of ATG products.
• Actively seeking solutions to requests, product configurations and customer issues.
• Being responsible for information security and data protection, and supporting the business in complying with any legal obligations imposed upon it through positive actions
  

Salary

DOE

Location

Bearsted, HQ

Department

Customer Success

Position Reports To

Customer Success Lead

Additional Application Requirements

NA

Key Relationships:

• Chief Operations Officer
• Customer Success Director
• Head of Support
• Customer Success Team
• Technical Support and Product Management
• Sales Team
• Specialist Teams such as Design, CSS, SEO and Paid
  

` Person Specification (Essential Skills, Knowledge and Experience Required):

Technical Competencies:

• Knowledge of ISO27001.
• Ability to use internal software such as ZenDesk, Jira and Sugar.
• Ability to understand software processes (e.g. Agile) through the business.
• Ability to understand the ATG software itself and aid in identifying defects, features and requests.
• Ability to analyse and interpret different data sets for the use of reporting/KPIs/Benchmarking.
• Beginner and Advanced Google Analytics Academy certifications.
  

Behavioural & Personality Competencies:

• Effective & focused at problem solving.
• Excellent communication skills – both verbal and written.
• Presentable, organised, reliable & assertive.
• Ability to make decisions and make use of best judgement for varied requests or situations.
• Ability to think strategically with an unwavering customer focus.
• Approachable, Confident & Engaging.
• Helpful & Co-operative.
• Ability to adopt new software and processes as well as a keenness to suggest improvements.
• Ability to prioritise workload and multi-task.
• Comfortable with evolving requirements and a fluid working environment.
• Ambition to learn, improve and exceed daily within your role.
  

Required Experience:

• A minimum 1 years’ client services, marketing services or software experience.
• Strong IT skills.
• Previous experience in a growing, fast paced company.
• Experience within the automotive industry is desirable but not a requirement.
  

Development Opportunities:

• Promotion opportunities – Customer Support Agent ( Senior) , Account Management.
• Areas could move into if available – Sales. Projects.
• Training/Development opportunities – managerial training, commercial awareness growth, marketing training, automotive industry knowledge.
• Scope for developing the job – Growth/Expansion of department, extension of hours coverage of department, positioning in further satellite offices.
• Travel opportunities – customer visits, satellite offices.
  

Benefits

• 25 Days Holiday plus Birthday Off
• Up to 5 Additional Days Holiday for Long Service
• Company Pension Plan
• Company Bonus Scheme
• EV Car Scheme
• Enhanced Maternity and Paternity
• Regular Socials and Company Events
• Flexible Hours
  

Job Application Privacy Notice

https://www.gforces.co.uk/job-applicant-privacy-notice/

Under the Equality Act 2010, we aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.