Customer Service Agent

at  ACETech

ABOUT US

ACETECH is a global tech company specialising in Vehicle Intelligence for emergency service fleets. Our solutions include cloud-based fleet management software, specialist safety & eco-friendly modules, and intelligent electronic control units. ACETECH solutions integrate seamlessly with our client’s emergency service vehicles to boost performance, improve safety, and streamline the operations of their fleet.
ACETECH delivers highly adaptable, data-driven web applications that leverage the power of our in-vehicle hardware to provide our customers with detailed insights into fleet operations. Our solutions enable emergency service operators to maximise the utilisation of their vehicles and operations; as a result, our technology makes a big impact in the real world!
The purpose of the role
Supervise a team of customer service agents and act as the senior customer agent. Monitor and manage our customer vehicle fleets. To ensure each vehicle or piece of equipment is available when required and operates efficiently, effectively and most importantly, safely on a 24/7 basis. Ensure all vehicles comply with customer requirements and meet current legislation and regulations within the country or jurisdiction they operate in.

REQUIRED SKILLS

• Excellent interpersonal skills, including active listening and clear communication.
• The ability to demonstrate commitment and integrity and lead by example in a team environment.
• The ability to Identify, acknowledge and appreciate team success.
• Lead in a supportive culture, understanding and showing empathy to staff when providing feedback on individual performance.
• Strong customer service and communication skills with the ability to answer service calls in an efficient, professional and friendly manner.
• Excellent interpersonal skills with a friendly and professional manner
• Excellent numerical skills
• The ability to work on your initiative with minimal supervision and work successfully as a team.
• IT Literate, including Microsoft Office suite, Jira ticketing systems and call centre software.
• Excellent verbal and written communication skills.
• An organised and systematic approach to work and the ability to work under pressure.
• Prior experience working in the motor trade and customer service would be advantageous.
• Demonstrable ability to meet and exceed targets.

• Assist and support other customer service agents and management whilst on shift.
• Ensure all customer service agents operate efficiently and professionally.
• Review team workload and distribution to ensure tasks are completed on time and within agreed time frames.
• Highlight concerns with other team members’ behaviour or performance to the FACC management.
• Be responsible for daily, weekly and monthly FACC tasks as one of the FACC team leaders.
• Monitor bespoke computer systems to ensure fleet availability in line with customer service level agreements and proactively diagnose issues with vehicles or their equipment.
• Proactively manage, assign and monitor vehicle defects.
• Provide support to fleet users via incoming and outgoing service calls. Ensuring all calls meet minimum contact rates and evaluation standards.
• Liaise with external service providers to ensure scheduled and unscheduled repairs are carried out on time with minimal vehicle downtime.
• Monitor and update customers on the progress of vehicles undergoing service or repairs.
• Ensure vehicle details are captured accurately and follow- up appointments and bookings are inputted both efficiently and timely.
• Manage an assigned workload of calls, emails or queries and follow them through to completion.
• Maintain accurate records on fleets and assets in vehicles.
• Adhering to data protection and the following protocol as laid out by the company.
• Liaise with internal service providers within Acetech.
• Undertake general office duties and training as required.
• Available to cover shifts on a 24/7 basis.