customer service representative
5 the last 331 days, recently 2024-05-05
Responsibility
- about us
- customer Service Representative
- pivotal Subscription by Jaguar and Land Rover
Show more +19 - our mission is to provide access to JLR’s modern luxury vehicles that not only compliments - but enhances - modern life
- london, United Kingdom InMotion Ventures 3 Ltd
- we are driving freedom
- pivotal delivers a flexible mobility solution by challenging perceived barriers associated with vehicle ownership
- about the Role
- powered and wholly owned by Jaguar and Land Rover , InMotion Ventures is an investor and incubator focused on the future of mobility and transportation
- pivotal is a vehicle subscription business that launched in October 2019, since then we have gained fast market traction in the UK and are continuing to build the team, develop processes and systems to grow the business and facilitate further market growth
- launched in October 2019, Pivotal has gained fast market traction in the UK and we are now building our team, processes, and systems to facilitate further market growth
- we are a key strategic business within InMotion Ventures, an investor and incubator which has strong support from the Commercial and Strategic JLR central organisation
- this role is based from home with the requirement for occasional travel to our offices in central London
- to find out more about Pivotal, please see: www.drivepivotal.com
- as a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business
- to find out more about Pivotal, you can visit our website: https://www.drivepivotal.com
- one of your main responsibilities will be reviewing vehicle condition reports and subsequent outbound communication to discuss and agree prompt payment with customers, negotiating where necessary to avoid escalated disputes
- as a key team member, you must be extremely organised with great attention to detail and the ability to work on your own initiative to consistently support our clients during their service, regularly communicating with them via multiple channels such as Phone, Email and Web Chat
- we are seeking applications from candidates with proven experience in providing direct telephone and online customer services, ideally within a similar environment
- handling general administration duties
- all THE OUT team members
- supporting the Fleet & wider teams as required
Requirements
- has proficient oral and written communication skills
- working within the Member Experience Department, you will
- working within the Member Vehicle Support Department you will
Show more +22 - is able to problem-solve on the customer’s behalf effectively and all within our tone-of-voice
- respond to customer queries in a timely and effective manner via phone, email, and web chat
- prioritise and process customer enquiries submitted by telephone, email, live chat or instant message
- is a good team player – working across multiple elements of THE OUT business
- make outbound calls to customers in time-sensitive situations
- identify customer needs and take proactive steps to maintain positive experiences
- understand and operate within the framework of the BVRLA guidelines
- has energy, positivity and confidence even in dealing with difficult situations and conversations
- is able to prioritise and handle multiple projects with tight deadlines
- update members on any changes to their delivery dates/times
- is flexible to work shifts including weekends and Bank Holidays
- make decisions to resolve and improve the members' experience with every interaction
- obtain direct feedback from members and identify trends to drive business improvement
- maintain thorough and accurate customer record keeping at all times
- handle difficult customer situations when expectations have not been met
- has relevant 1+ years live chat or digital customer service experience
- maintain thorough and accurate record-keeping at all times
- liaise with dealers within the JLR network, insurance companies and repair shops as necessary
- has 2 + years customer service experience, luxury brand desirable
- review vehicle condition reports and subsequent outbound communication to customers to discuss and agree prompt payment of any vehicle collection charges, negotiating where necessary to avoid escalated disputes
- keep confidential records and financial information private and secure
- work as part of the broader Sales and Member Services team to provide proactive customer support
Benefits
- service car
- company car
high salary - 20% higher than the average in this position
Earnings for position customer service representative
customer service representative - How much money do you make working at this position?
Average salary at company INMOTION VENTURES is 2333£.
The national average salary is 1800£.
1300 £
Lowest
Lowest
1800 £
Average
Average
2300 £
Highest
Highest
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