Customer Care Representative

AddSecure is a leading European provider of secure IoT connectivity and end-to-ends solutions. We help customers optimize their operations, drive business value, and secure vital functions.

Our business unit Smart Transport provides fleet and transport management systems which use data-driven analytics to assist fleet operators in optimizing their operations and reducing their costs.

About the job

The purpose of the Customer Care Representative is to be the first point of contact for all client enquiries and queries, via phone calls, web cases and chat. Their primary focus will be AddSecure Smart Transport customers' happiness!

The successful candidate will be friendly, approachable, with excellent communication skills, and have a passion for customer satisfaction. They will be required to resolve simple device issues, and where an engineer is required, allocate a resource to attend our customer's location. Your KPIs will be customer experience scores and case completion rate.

Your day-to day responsibilities will include:

• Providing efficient and effective 1st line triage of issues reported by customers.
• Applying remote fixes to devices.
• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
• Communicating effectively to help customers fix their issues and feel satisfied with the experience.
• Understand the importance of providing and maintaining first class customer experience at all stages.
• Support service delivery managers with their customer relations.
• Follow up with clients to ensure full resolution of the issues.

About you

You will be passionate about delivering excellent customer service and query resolution. Additionally, you will have:

• The ability to work well in a team
• A warm, friendly manner and impeccable communication skills
• The ability to interpret and relay technical information clearly and concisely.
• The ability to prioritise and make decisions based on the information provided to you.
• Strong organisational skills with a flexible approach to changing demands and priorities.
• Experience of working in a fast paced environment, preferably within customer services.

We offer

Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform. AddSecure’s core values are team spirit and cooperation, simplicity, and customer focus. You will be part of a motivated team in an international company. In addition we offer:

• Competitive salary
• Private medical insurance for you
• Life assurance
• Group Income Protection
• 25 days annual leave plus UK bank holidays

This role will be based at our Northampton office.

We're all change makers!
If you seek a company that encourages you to be yourself and to have fun at work, where your work contributes to a safer, smarter, and more sustainable world, then AddSecure might be your destination. Join our growing international team, where each day is an opportunity to make a real difference.

Would you like to take part in our journey? Apply by attaching your CV and answering a couple of questions, we look forward to receiving your application.

We work competence-based throughout the process, and this includes psychological tests, interviews, and reference taking. For this reason, we use Alva Lab's assessment methods to help us identify candidates most likely to thrive and fit the role.

We conduct background checks  on all our employees, and you need to be eligible to work in UK

#addsecure #joinaddsecure #forasaferandsmarterworld #smartertogether 

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