Customer Success Advisor - Level 1
EROAD, New Zealand

JOB DESCRIPTION

Position Title: Customer Service Agent Level 1 Reports To: Customer Service Team Leader Date: 16th July 2019

The Role in General

This particular position is 40 hours on a rostered basis Monday Friday and the successful applicant will be required to diagnose and investigate incoming audits, assist installers and customers with their hardware and software, as well process orders from origin to dispatch.

Summary

You will be a key member of EROAD’s Customer Service Team by

• Supporting the delivery of a professionally managed, efficient and effective Technical Support service to our customers, dealers and installers.
• Working closely with the Customer Relationship Manager of each customer and providing the customer with regular feedback on opened cases.
• Providing training to our customers by phone and email
• Working as an active and constructive member of the EROAD team.
• Helping create a culture within EROAD that is productive, open, honest, professional, innovative, friendly and sustainable.
• Keeping our customer promise of helping them achieve their business outcomes means we take care of their journey with us every step of the way.
• Manage expectations and anticipate new requirements by monitoring usage of our SaaS platform and their business growth
• Processing subsequent sales and facilitating adds, moves and changes within their business
• Ensure that customers are kept up to date with new features and products whenever we are in contact with them
• Deal directly and promptly with customers, installers and dealers either by telephone, electronically or face to face.
• Obtain and evaluate all relevant information to handle inquiries and issues.
• Log and manage requests and unresolved issues.
• Manage EROAD’s fault resolution process and complete audit reports for units that report fault conditions. Record details of actions taken.
• Identify and escalate situations requiring urgent attention with clear and concise notes.
• Proactively follow up on de-escalated cases so that you can provide regular feedback to the customer.
• Processing subsequent sales orders and facilitating adds, moves and changes within our
• Identifying growth opportunities and providing our customers with the most appropriate solution to fit their needs
• Keeping customer satisfaction and ease of dealing with EROAD at front of mind.
• Communicate and coordinate with internal departments amp; provide support for Sales Representatives, especially those on the road
• Provide a complete and professional experience for all customers.
• Print and post Paper RUC licences to our customers on a rostered basis
• To be an asset in the Customer Service role we have determined that a small exposure to testing new features allows a greater level of assistance being given to enquiries.
• You will be required to complete Operational Acceptance Testing of our software on a regular basis

The Role some Specifics

Customer Service Tier 1 - Tasks and Responsibilities.

This is an important part of the support offered to our customers, dealers and installers, there is never a dull day!

customers’ businesses accurately, efficiently and cost effectively from origin to dispatch

Testing New Features

This role is our Level 1 role and will allow for expansion into many areas within our business including to Level 2, which deals with more complex customer requests as well as our Enterprise customers, Account Management and other areas within the business.

Essential Skills for this high performing role

• Good Interpersonal and communication skills (verbal and written)
• Mechanical background or prior experience in the trucking industry preferable
• User experience focus. Able to champion a business and user’s view.
• Adaptable.
• Highly organised with an eye for customer critical details coupled with a strong sense of urgency.
• Skilled problem solver, with structured work processes.
• Three years or more in a customer facing role in a fast-moving environment.

Experience with

You must have a good sense of humour and be prepared to get stuck in at times as the company continues to grow at a rapid pace.

There will be times when the role will be required to complete tasks outside those mentioned above because this role will have the relevant skills and may have higher availability than other team members.

Job Rewards and Benefits