Customer Service Advisor (6 months FTC)

As a Customer Service Advisor at FixMyCar, you will be responsible for building and maintaining relationships with customers through both phone and written communications. Your primary goal will be to ensure exceptional customer satisfaction by managing customer issues effectively, providing insightful responses, and supporting the overall business objectives. You will also be tasked with proactively hitting personal and team targets while contributing to projects within the Garage Network Team.

While previous experience in a customer-facing role is preferred for the Customer Service Advisor position at FixMyCar, it is not mandatory. Essential qualifications include excellent verbal and written communication skills, strong attention to detail, and the ability to empathize with customers. Familiarity with CRM software and managing time efficiently are also key attributes needed for success in this role.

The work environment for a Customer Service Advisor at FixMyCar is dynamic and supportive, fostering collaboration within the Garage Network Team. With options for remote and flexible working, this role allows you to achieve a healthy work-life balance. You'll also enjoy working in a setting surrounded by motivated individuals who are committed to providing excellent customer service. The culture emphasizes personal growth and team spirit.

At FixMyCar, growth opportunities for a Customer Service Advisor are abundant. You will have the chance to continually develop your knowledge and skills to meet both individual and team objectives. The company also supports career advancement through training, involvement in team projects, and opportunities to propose new ideas for improving customer care standards.

As a Customer Service Advisor at FixMyCar, you can expect a robust benefits package that includes a generous holiday allowance of 25 days plus birthday leave, private medical insurance, a pension scheme with employer contributions, and additional perks like life assurance, eye test allowances, volunteering days, and a holiday buy-back scheme. This ensures that our team members are well-supported both personally and professionally.

Handling difficult customers requires patience and empathy. Start by actively listening to their concerns, acknowledging their feelings, and maintaining a calm demeanor. Explain the steps you will take to resolve their issue and assure them of your commitment to finding a solution. This builds trust and can transform a frustrating interaction into a positive experience.

To prioritize tasks effectively, I use a combination of urgency and importance criteria. I track customer issues that need immediate attention while also managing follow-ups on ongoing conversations. Utilizing time management tools or lists helps me stay organized and ensures I meet deadlines without compromising service quality.

Certainly! In a past role, a customer experienced a significant issue with their service. I took the initiative to not only resolve the immediate concern but also followed up regularly to keep them informed and ensured their satisfaction. By providing personalized attention, I turned a potentially negative experience into a loyal customer relationship, illustrating my commitment to excellent service.

Gathering customer feedback is essential for service improvement. I utilize surveys following interactions, encourage customers to share their thoughts, and actively listen during conversations. This feedback is invaluable for understanding customer needs and making adjustments to provide a better overall experience.

Clear communication begins with active listening and understanding the customer's needs. I ensure that I speak simply and directly, avoiding jargon, and I take care to confirm that customers understand the information provided. This practice helps prevent misunderstandings and fosters trust.

In my previous roles, I have worked extensively with CRM software to manage customer relationships effectively. I am adept at accurately entering customer information, tracking interactions, managing follow-ups, and utilizing data analytics to improve service delivery. This proficiency allows me to maintain organized records and facilitate smoother communication.

If faced with a question I couldn't answer, I would acknowledge the uncertainty and assure the customer that I will find the necessary information. I would then either reach out to a colleague or consult internal resources to provide an accurate response in a timely manner, keeping the customer updated throughout the process.

Managing stress in a high-volume call environment requires good organizational skills. I focus on maintaining a positive mindset, take scheduled breaks to recharge, and practice mindfulness techniques. Keeping a manageable pace and staying organized helps me remain calm and effective even during peak times.

I believe that team collaboration is key to delivering exceptional customer service. I foster an open environment where team members feel comfortable sharing ideas and feedback. Effective communication and support amongst colleagues enhance our ability to meet customer needs and provide cohesive solutions.

I stay informed about changes in customer service best practices through webinars, industry publications, and networking with other professionals. Continuous learning allows me to adopt new techniques that improve my service delivery and create better outcomes for customers.