Graduate Customer Success Exec - Remote

Employer
Confidential
Location
London
Salary
Competitive
Closing date
9 Dec 2021

View more

Specialism
Operations
Sector
Supply Chain & Transport
Role Type
Graduate, Other work and training
Our Customer Success team is pivotal in delivering a personal service that supports the growth of our car sharing community. This will involve supporting owners and renters, and being on hand to deal with questions to support their rentals. It will include problem solving where necessary and ensuring a professional customer experience. The role helps to gather insights into how we can develop our platform and make it easier for our community to share cars together.

You will engage with our community through a number of channels that will include live chat, phone and email, building knowledge and providing assistance where needed. Our aim is always to exceed the service expectations of our community. You will have latitude to make service decisions where needed to ensure our community is always looked after.

The role would be perfect for someone looking for the next step in their career, who is keen to work for a start-up and make their mark offering a customer experience which sets a new standard.

Key Responsibilities

* Communicate with both owners and renters via phone, live chat and email to support them with all queries.

* A mixture of customer service interactions, and service tasks, so it's important you are organised and comfortable using customer management systems.

* Run checks on bookings and take corrective action to ensure the rental will all run smoothly.

* Manage deposit return process accurately, effectively and within agreed timelines.

* Actively listen to owner and renter feedback and in so doing identify ways to improve our product and service.

* Investigate damage of vehicles and help to solve the issue whilst providing outstanding service.

* Liaise with our Tech and Product teams to flag issues which need fixing, as well as making suggestions to improve the customer experience.

* Review live Owners' profiles to identify ways to help them optimise their set up to help attract more Rentals and ensure Renters have the best rental experience.

* Ensure Karshare's fantastic Trust Pilot score is maintained by continuing to increase our positive scores as the business grows.

* Protect our customer rental base to swiftly respond to cancelled rentals by proactively supporting the Renter with making a replacement booking

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