Customer Service Executive

Ram Tracking
£15k - 19k per year
02 Dec 2016
Job Sector
Customer Service
Contract Type
Full Time
Customer Success Executive £15,000 + performance related bonus (OTE £2-£4k) Leeds, LS10 1DJ

Do you have a clear passion to add value to each customer you come in to contact with? Are you focused on making each customer feel special every time you speak with them? Do you want to work for a company that is labelled as one of the fastest-growing companies outside London by The Sunday Times with a clear focus on innovation? Well this is the opportunity for you!

Started in 2004 RAM has grown year on year to establish itself as the market leader in tracking technology with over 80+ employees spread over our UK and Canada offices. Our success has come from firstly having a product that drastically improves our customer's businesses and secondly sticking to our core values and beliefs which are having a positive attitude, working hard, customer excellence, sales excellence, team work, investing in employees, clear career progression and most importantly making RAM a fun exciting place to work.

RAM has been short listed and won various awards including Employer of the year, Customer focus and Entrepreneur of the year at the National Business Awards. We are also finalists for the 2016 FleetNews Awards for fleet specialist services supplier of the year.

Due to our aggressive growth, we are looking to recruit a Customer Success Executive to join our instillations team working within the Customer Success department. If you want to work in a booming market for a company with endless career opportunities apply to RAM.

The Role

The main purpose of our Customer Success Executive role is to ensure that the needs of customers are being satisfied. With the aim of providing outstanding customer support throughout the entire customer journey, specifically ensuring the install process is timely, efficient and customer focused. You will be expected to:

- Work with customers to arranging installation of new units with a view to install and invoice in a timely manor
- Work with engineers to maximise units installed per visit
- Ensure engineers diaries are updated and appropriate admin completed with each booking
- Take defit/refit payments prior to booking
- Arrange de/ re-fits
- Activate SIM cards and pass on to Logistics Coordinator ready for distribution to the customer along with completing accurate unit requests to ensure all required equipment is onsite for each engineer booking
- Arrange service calls should Tech Support experience high call volumes or unplanned absence
- Arrange customer training at point of install booking
- Test and mark cases to complete with the engineers following new installs/refits/service calls
- Issue of new customer passwords and log in details
- Make and receive telephone calls
- Amend passwords & registrations when requested
- Liaise with supplier such as Wireless Logic & O2 when needed
- Call customers to request invoices when applicable
- Update key CRM systems with full and accurate records of customer conversations and actions taken
- Complete any reasonable request made by the RAM management team

The Candidate To be considered for our Customer Success Executive role, you will have the following skills and experience:

- A clear focus on delivering a world class customer experience on each customer contact
- A proven track record getting results (within the telematics industry would be a huge advantage)
- CRM management experience (Salesforce experience would be beneficial)
- The ability to prioritise workloads and have exceptional attention to detail
- Clear motivation and drive to succeed
- Great geographical knowledge of the UK
- The drive to improve own learning and hunt for information
- The willingness to go the extra mile and do what's needed to get the job done
- The ability to work in a fast paced target orientated environment
- The ability to speak to customers and colleagues at all levels
- Diary management experience
- A technical background would also be an advantage

Customer Success Executive Benefits:

- Salary of £15,000 per annum
- Performance related bonus of £2k - £4k per annum
- 25 days holiday plus bank holidays
- Perkbox access after 12 months service
- As we are a close team we have many team building events paid for by the company. Some examples of previous events are; A company trip to Marbella, Friday's at the Races, paintballing, Virtual golf, bowling, curry and quiz nights, rounders and nights out

If you feel you have the skills for our Customer Success Executive role, please apply now.