Customer Service Advisor

Role Overview & Responsibilities

Sherbet London, the Electric Taxi Company, is looking for a Customer Service Advisor to join the Drive Team at our Dalston Office and become part of a successful team renting Licensed London Taxis to Licensed London Taxi Drivers.

Overall job purpose as a Customer Service Advisor is to convert leads to customers; pro actively engage with existing customer base to ensure they are happy with the product, upsell the customer from diesel to electric, engage with electric drivers to get them on the Ride App. You will be expected to achieve Fleet Utilisation KPI’s through effective customer engagement and management.

Duties will include but not limited to;

· Respond to lead enquiries (email, phone, web, WhatsApp) from customers enquiring about renting taxis. This will include accurately loading customer details onto salesforce as a lead and then converting them into a customer with a rental agreement.

· Ensure all relevant agreements, paperwork and regulatory requirements (Licensing, Insurance) are completed accurately and loaded onto Salesforce with the correct contact information.

· Assist in the induction of customers into the business ensuring that agreements, payments, vehicle controls and functions are explained & trained to the customer.

· Complete vehicle checks in and check out processes and escalate any vehicle quality issues to the Operational fleet Directors immediately to ensure your customers satisfaction.

· Work closely with Finance Department to liaise regarding customer payment queries.

· Manage complaints from your customer base to the customers satisfaction ensuring that all matters are correctly documented and logged on Salesforce.

Essential:

· Previous experience within Customer Account Management fields

· Experience with CRM Software Systems

· Excellent commercial awareness and customer problem solving

· Proven track record of attention to detail skills for successful outcomes

· Proven track record of customer service skills for successful outcomes

· Proficient Skills using Microsoft Word & Excel

Personal Attributes:

· Good team work capable of delivering results under pressure and to strict deadlines

· Quality focused

· Honest, reliable, trustworthy, good time keeper

· Ability to work on own initiative

· Ability to multitask and handle several Customer demands at any given

· Ability to communicate efficiently at all levels – verbally, in print and on the telephone

· Ability to be professional, cheerful, co-operative and flexible at all times

· Ability to be motivated and customer focused

Location: Dalston, E8

Salary: Starting £25k

Application Process: Please submit your current CV and covering letter outlining why you feel you are a strong candidate for this role. Please email your application

Candidates invited for interview will be provided with a copy of the full Job Description prior to interview.

Salary: £25,000.00-£27,500.00 per year

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Work Location: In person