Offer summary

Qualifications:

Prior experience in customer support or operations roles is essential., Familiarity with CRM tools like HubSpot, and communication platforms such as Slack and Loom is advantageous., Strong attention to detail and excellent organizational skills are required., Proficiency in handling escalations and a customer-first attitude are crucial..

Key responsabilities:

Manage customer escalations across multiple channels, ensuring timely resolution and feedback.

Liaise with vehicle providers to coordinate vehicle operations and assist with administration tasks.

Perform weekly reconciliations of contract statuses on the CRM portal for accurate reporting.

Identify opportunities for process improvement and collaborate with teams to enhance operational efficiency.

Job description

This is a remote position.

An established vehicle rental solutions company is looking for a proactive and detail-oriented individual to join their team as a Remote Customer Support and Operations Associate. This is a fully remote, permanent role with standard working hours as 09:00 to 17:00 Monday to Friday, plus some flexibility around lunchtime.

In this role, you’ll be responsible for managing customer escalations, ensuring smooth operational processes, and enhancing the overall customer experience. You’ll collaborate with various teams, including vehicle providers and 3rd-party agents, to provide seamless service to clients. This position is ideal for someone with excellent communication skills, a passion for helping customers, strong problem-solving skills and a dedication to continuous improvement.

Responsibilities:

Customer Support & Escalations:

Proactively assist the business by addressing customer escalations across multiple channels (phone, email, WhatsApp, etc.).
Resolve issues through careful investigation, ensuring timely and clear feedback to clients.
Track, log, and manage customer interactions and escalations in a detailed and accurate manner.
Walk in the customer's shoes, ensuring a customer-centric approach throughout all interactions.

Vehicle Operations & Administration:

Liaise with vehicle providers to coordinate vehicle collections, returns, swaps, upgrades and services.
Assist with vehicle administration, ensuring smooth vehicle rental processes for clients.

Quality Control & Tracking:

Perform weekly reconciliations of contract statuses on the CRM portal to ensure contract activity is accurately reported.

Continuous Improvement & Collaboration:

Identify opportunities to improve customer service processes and enhance the overall customer journey.
Collaborate with various teams to share knowledge, drive innovation, and enhance operational efficiency.
Ensure learning and development systems are in place to improve team processes continuously.

Requirements

Prior experience in customer support or operations roles.
Familiarity with CRM tools (HubSpot), Slack and Loom would be advantageous.
Strong attention to detail and ability to work with a variety of stakeholders, including clients, vendors, and internal teams.
Experience in managing fleet operations and related administrative duties is a plus.
Strong customer support skills with a focus on resolution and improving customer experience.
Proficiency in handling escalations and working cross-functionally with multiple teams.
Excellent organisational skills, with the ability to track and manage multiple tasks simultaneously.
Strong communication and interpersonal skills, with a customer-first attitude.
Ability to work independently in a dynamic, fast-paced environment.
A proactive approach to problem-solving and continuous improvement.