Customer Experience Advisor

Description:

Customer Experience Advisor

Based at Tunbridge Well Office (min 3 x per week on Rota) Hybrid role after first month

Monday – Friday 09h00 - 17h00

Overview

VisionTrack is the leading global provider of AI video telematics and connected fleet data.

The Customer Experience Team provides full support to selected customers and ‘manage’ all areas of the customer’s account.

We are looking for a Customer Experience Advisor who is passionate about providing high standards of customer service and delighting our customers.   This role will be to provide comprehensive support and exceptional service levels to enrich our customers journey with VisionTrack   Providing support to our customers as well as our Account Management team, setting them up for success and taking a proactive approach to customer care and customer engagement.

Responsibilities

First point of call for visitors & phone calls and emails - ensuring customer service of a high standard.

Order Management & Customer Support

Process customer orders, quotations and pro forma invoices accurately and efficiently.

Manage customer enquiries, order updates and delivery communications.

Account Manager Support

Provide administrative support, reporting and account updates for key customers.

Assist with customer reviews, action tracking and service improvement initiatives.

SLA Monitoring & Reporting

Monitor customer SLAs and produce service performance reports.

Identify risks early and work with internal teams to prevent customer impact.

RMA & Technical Support Coordination

Manage RMAs through the ticketing system and coordinate resolutions with Tech Support.

Monitor open cases, provide customer updates and drive timely closure.

Invoice Accuracy & Credit Control Support

Support accurate invoicing, billing queries and credit reduction initiatives.

Assist with aged debt queries and work with Credit Control to resolve disputes.

Low-Touch Sales Support

Support customer sales enquiries, product recommendations and quotation requests.

Liaise with product specialists via Teams to provide accurate customer information.

Cross-Functional Coordination

Work closely with Operations, Logistics, Finance, Billing and Technical teams.

Escalate risks, chase actions and ensure customer commitments are delivered.

Key Skills Required

Strong administration, customer service and account support experience.

Excellent attention to detail with a right-first-time approach.

Experience producing reports and monitoring SLAs.

Confident communicator with strong stakeholder management skills.

Proactive problem-solving and ability to manage multiple priorities.

Good Microsoft Office skills, particularly Excel and Outlook.

Ability to work collaboratively across departments and drive actions to completion