Customer Support Team - Executive

Region:
Selby
Department:
Operations
Working hours:
40 Hours
Salary:
Dependant on experience Hours
Closing date:
01/03/2019

Working within the Customer Support Team the Account Executive will receive requests for updates to websites directly from customers or internal Autoweb Design teams and co-ordinate the timely and quality delivery of the requests to the client.

Autoweb Design aims to offer the best customer service in our sector, the performance of the Account Executive is integral to this objective.

You will be the link between our clients and our production teams. This is a fast moving environment, where task status can change many times during the day, meaning that you will always need to be adaptable and flexible to ensure we meet our SLA delivery and quality targets.

You must be knowledgeable about our products/solutions, so that you know what information is required from the customer to complete each request, if it is achievable and if the task can be completed by the Customer Support Team or if it will require the skills of other Autoweb Design teams.

You will be undertaking QA on all BAU tasks prior to passing the competed task to the client for approval. You will also be responsible for producing documentation, providing self-help solutions to support common requests from customers.

The aim will be to get everything right first time, every time, so that tasks can flow easily through our workflow processes, eradicating any re-work or request for clarification or more information from other Autoweb Design teams, which compromise our ability to deliver to our SLA and quality targets

  1. Act as the first point of contact for clients by phone, email, live chat, customer portal
  2. Raise requests on behalf of customers
  3. Appraise requests for completeness and feasibility, requesting additional information and/or clarification if necessary from the client
  4. Prepare the requests for workflow for other Autoweb teams
  5. Undertake tasks which are the remit of the Customer Support Team
  6. Communicate with customers effectively, efficiently, ensuring they understand what is required of them and when they should expect their task to be completed
  7. Deal with difficult situations confidently and calmly, ensuring clarity of next steps and following the customer complaint process.
  8. Undertake Quality testing against the request brief – ensuring that common sense checks are also undertaken
  9. Identify and propose improvements to all processes to the Customer Support Team Leader
  10. Update quarterly offers
  11. Cross referencing stock and testimonials for selected dealers
  12. Posting social media posts on FB and Twitter for selected dealers.
  13. Golds sites; actioning the onboarding, requesting build dates and changes date. Where applicable creating service desk tickets for build date.

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