Customer Success Representative

Job title:

Customer Success Representative

Company:

Vontier

Job description

About the Job:You’ll join our Customer Success team and under the guidance of the Customer Success Manager, you will be responsible for managing customer accounts with a focus on retention and growth for small fleet business clients.As part of the wider Customer Success team, you will attend and contribute to team meetings, sharing insights and strategies to achieve retention and growth targets.

• Located in Milton Keynes, UK, working with the local team.
• This position is not eligible for employment sponsorship.

What you’ll be doing:Your primary tasks will include promptly addressing and resolving customer queries, often under pressure, while ensuring a friendly and efficient service. You’ll liaise directly with customers via telephone and email, escalate complex issues to the relevant internal teams, and maintain communication with them to find effective resolutions.

• Customer Account Management: Proactively manage customer accounts focusing on retention, growth, and meeting team targets for customer growth.
• Problem Solving and Escalation: Efficiently resolve customer queries in high-pressure situations and escalate complex issues to appropriate teams as needed.
• Effective Communication: Communicate directly with customers via telephone and email to ensure clarity and satisfaction.
• Compliance and Quality Assurance: Ensure adherence to service level agreements (SLAs) regarding ticket resolution and call handling times.
• Data Management and CRM Utilization: Maintain and update customer-related information in the CRM tool to support effective account management.
• Team Collaboration and Contribution: Actively participate in team meetings and internal events, sharing insights and contributing to discussions.
• Industry Awareness and Continuous Learning: Stay up-to-date with product features and competitor offerings to enhance service delivery and customer satisfaction.

About you:You’ll be based within commuting distance to our office in Kents Hill, Milton Keynes and have full rights to work in the UK.To succeed in this role, you should have:

• Previous experience in customer service gained within a call centre/account management support.
• Experience and skill in dealing with and resolving customer issues.
• Good telephone manner and a desire to go above and beyond.
• IT literate with good knowledge of MS Office tools.
• Ability to maintain focus and work effectively under pressure.
• Ability to learn quickly and adapt to new processes/systems easily.
• Desire to learn and progress within the Company.

Desirable:

• A background in customer-facing technical product account management
• Knowledge of Salesforce, SAP, or other CRM systems.

How we reward you:We recognise the importance of our staff and are committed to providing a supportive and rewarding work environment. You will find opportunities for personal growth and development within our company.What’s next:If you’re looking for a challenging role with the chance to make a significant impact and build on your customer service and account management skills, we would love to hear from you!Our process:If invited to progress your application, you’ll be asked to:

• Have an initial call with our Talent Acquisition team to discuss your experiences, motivations and career aspirations
• Attend up to two competency-based and behavioural interviews. One will be over Teams video and one in-person at the Milton Keynes office.

We Will:

• Provide you with the full job description
• Send you links to relevant sites
• Tell you about our ways of working, benefits and how we develop our people
• Keep you informed of your progress (weekly as a minimum) and make decisions quickly

Unfortunately, due to the Festive season, you may experience some delays due to annual leave.Apply now to become a part of our dedicated team.#LI-DL1#LI-HybridTeletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit .Teletrac Navman is a Vontier company.Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet.Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website .

Expected salary

Location

Milton Keynes

Job date

Fri, 10 Jan 2025 07:31:49 GMT

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