Customer Service Agent

Customer Service Agent

Location: UK

Reports to (Job Title): Customer Service Team Lead

Department: Operations

Job Purpose:

The Customer Service Agent is responsible for ensuring IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk management data. This role also handles direct customer queries via ticketing systems, troubleshooting technical issues, and ensuring service levels (SLAs) are met.

Key Responsibilities:

• Respond to and resolve customer inquiries via ticketing systems, ensuring timely and professional communication.
• Ensure IMS devices installed in customer vehicles are correctly associated with user details by liaising with engineering teams and reviewing control reports.
• Identify and troubleshoot issues with IMS devices, performing over-the-air fixes or arranging service calls when necessary.
• Review customer data to ensure event, journey, and risk management scores are accurate, addressing any discrepancies.

Product Monitoring & Data Validation:

• Conduct routine checks and audits to verify IMS devices are functioning correctly and providing reliable data.
• Maintain up-to-date log files and management information (MI), escalating potential concerns to team management.
• Raise any device performance issues or customer concerns to management for further escalation.

Operational Support:

• Ensure all customer orders and device installations are processed correctly through IMS systems.
• Contribute to maintaining smooth office operations, ensuring workspaces remain organized and functional.

Essential Qualifications & Experience:

• Strong written and verbal communication skills to engage effectively with customers and internal teams.
• Ability to work under pressure and meet deadlines in a fast-paced environment.
• Strong organizational skills, ensuring all customer interactions and operational tasks are managed effectively.
• Ability to handle sensitive and confidential information professionally.
• Capable of working independently with limited supervision.

Bonus Qualifications:

• Previous experience in a customer service role, particularly in a technical or operational environment.
• Ability to interpret and analyze statistical information and trends, with strong attention to detail and accuracy.

Other Contextual Information:

• Office-based role with required availability between 8:00 AM and 5:00 PM GMT to align with UK operational hours.
• Some flexibility may be required for escalations or critical customer issues.