Customer Service Advisor

Front of House Customer Service Advisor

Salary: £24,000 - £26,000 per annum base salary depending on experience.

Job Type: Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

About WeFlex

WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.

We are a close-knit team of just over 50 dedicated to de-carbonising the world, starting with the taxi industry. We are seeking a dedicated and customer-focused Customer Experience and Collections Team Leader to join us in this exciting growth stage of our business and to help us continue to offer world-class customer experience.

Our Customer Experience and Collections Team Leader are absolutely key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

We are seeking a dedicated and customer-focused Front of House Customer Service Advisor to join our team. This role is crucial in providing exceptional Customer Service to our clients, including onboarding new customers and facilitating the delivery of their newly purchased vehicles. Additionally, the role involves handling returns and addressing any customer inquiries or concerns face-to-face. The ideal candidate will possess excellent communication skills and a genuine desire to work closely with customers.

Your Responsibilities:

• Onboard new customers and guide them through the process of purchasing and receiving their electric vehicles.
• Provide face-to-face assistance to customers making returns for their vehicles, ensuring a smooth and positive experience.
• Act as the primary point of contact for customer inquiries, providing accurate information and resolving issues promptly and efficiently.
• Maintain a high level of customer satisfaction by delivering exceptional service at all touchpoints.
• Collaborate with internal teams to address customer needs and improve overall customer experience.
• Assist in maintaining records and documentation related to customer interactions and transactions.

Requirements

We are looking for a candidate with:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and maintain positive relationships with customers.
• Ability to multitask and prioritise tasks effectively in a fast-paced environment.
• Genuine interest in working directly with customers and providing exceptional service.
• Basic computer proficiency and willingness to learn new systems and processes.

Nice-to-have skills/knowledge:

• Previous experience in a Customer Service or front-of-house role is preferred.
• Pervious experience working with HubSpot or any other CRM.

Benefits

Bonus: Discretionary performance related bonus scheme in place (capped at 10% annual base salary)

following probation, paid quarterly.

Pension: Statutory pension scheme.

Holiday: 20 days per year plus bank holidays.