Customer Service Agent

Customer Service Agent is ultimately the everyday point of contact of Ayvens with all drivers. The role includes interactions with Ayvens’ clients & drivers to provide them information related with their vehicles, aiming to ensure their mobility. Also, he/she is responsible to reply to the incoming calls from drivers, answer inquiries and questions, provide support, handle complaints, and resolve them. The ideal candidate for this position will have a working experience in call center and strong communicational skills. The role supports excellent customer service with focus on providing a great customer experience. The ideal candidate resolves typical problems, communicates solution, or requested information to the customer, solves problems in straightforward situations and builds relationships with customers through follow-up of services.

Responsibilities: 

• Assist customers’ inquiries via telephone, email (Answer to incoming calls and respond to emails) 

• Coordinate with other functions and departments in order to reply to drivers 

• Handle drivers' requests for car maintenance and provide support to drivers in the event of accidents 

• Handle and resolve drivers’ complaints straightforward by taking the initiative  

• Record all interactions with drivers in the relevant CRM tool and ensure that all tasks are completed 

• Provide accurate, valid and complete information by using the right methods/tools 

• Provide a great customer experience  

• Meet personal/customer service team targets  

• Keep records of customer interactions, process customer accounts and file document 

• Identify and escalate situations requiring attention 

• Identify and assess customers’ needs to achieve satisfaction 

Qualifications and skills: 

• Previous experience in customer support or client service representative role, will be considered an asset 

• Ability to demonstrate customer passion 

• Ability to multi-task, prioritize, and manage time effectively 

• Ability to work under pressure and meet tight deadlines 

• Strong interpersonal and communication skills 

• Organizational skills and problem solving capabilities 

• Highly motivated, target driven and results oriented 

• Excellent PC skills, including relevant CRM tools 

• Fluency in English language- verbal and written 

• Solid verbal and written communication skills 

• Positive attitude & pleasant personality with eager to work and strong team spirit 

• University Degree will be consider as an asset 

• Familiarity with automobiles, will be considered an asset