JOB DESCRIPTION

Customer Services Representative - Member Billing Department - 6 Months Fixed Term
London, UNITED KINGDOM

ABOUT US

As a newly merged powerhouse, InMotion Ventures 3 brings together two groundbreaking brands, PIVOTAL + THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. While both brands are part of the same forward-thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you’ll be working across both PIVOTAL + THE OUT, playing a key role in revolutionising the way people access and experience luxury automotive services.

SKILLS & EXPERIENCE

• 2+ Years experience in a customer service environment.
• Previous credit control or debt recovery experience is desirable.
• Excellent written and verbal communication skills required (fluent in English, both written and verbal).
• Conflict management.
• Determination and diplomacy.
• Excellent customer service skills.
• Strong negotiation and influencing skills, ability to resolve complex queries and disputes.
• Experience in Salesforce is desirable.
• Extreme attention to detail and accurate record-keeping.
• Excellent time management skills with the ability to work to deadlines.

ABOUT THE ROLE

As a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business.
One of your main responsibilities will be proactively chasing unpaid invoices and negotiating where necessary to obtain prompt payment and avoid escalated disputes.
Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London (Old Street).

ROLE RESPONSIBILITIES

• Prioritise and process customer enquiries submitted by telephone, email or live chat.
• Investigate and resolve customer queries quickly and patiently.
• Monitoring incoming payments and proactively chasing unpaid invoices.
• Work effectively as a team player, ensuring you are able to cover for colleagues during absence and key dates.
• Support the delivery of continuous improvements including the requirements for the automation of processes.
• Keep thorough and accurate notes in our internal systems to provide visibility of any relevant status.
• Support customers during their subscription including, but not limited to, billing issues, loyalty redemption and additional charges.
• Keep confidential records and financial information private and secure.
• Work as part of the broader Sales and Member Services team to provide proactive customer support.