Intermediate Customer Success (Service) Agent

Responsibilities

1. After sales support

• Set up new customer accounts in the Admin portal


• Input orders into Admin portal


• Communicate Delivery plans to customers


• Enter vehicle information into Admin portal


• Load NZTA vehicle data into system


• Configure new account to match customers business and requirements.


• Setup new users for customer


• Assist new customer by loading addresses, products and other masterfile information


• Ensure communication channels are kept open and all stakeholders are kept in the loop at all times.
  
  2. Customer Relations


• Answering customer queries and/or passing on to relevant person


• Load and manage customer tickets in Jira


• Troubleshooting customer queries to help identify potential solutions


• Providing a high level of customer service to all new and existing customers


• Endeavour to understand customer’s business and match feature sets to needs
  
  3. Training


• Assist remote customer training in the use of TrackIt software and hardware


• Provide and improve guides
  
  4. Installation


• Manage installation schedule for hardware


• Liaise with customer and installer(s) to ensure satisfactory installation


• Ensure customers are aware at all times of timeframes for installation
  
  5. Road User Charges (RUC)


• Assist customers with NZTA sign up process


• Set up customers in RUC system and load RUC history


• Monitor RUC handling for major customer accounts
  
  6. Administration


• Ensuring accurate client information is in the system in a timely manner


• Following up on all queries and emails within agreed timeframes
  
  7. EODDATA Responsibilities


• Respond promptly and professionally to customer inquiries via email.


• Troubleshoot and resolve user issues related to data access, subscriptions, downloads, and platform usage.


• Escalate unresolved technical issues to the appropriate team with detailed documentation.


• Assist customers with account setup, password resets, billing inquiries, and subscription modifications.


• Ensure data accuracy and privacy when handling customer information.

Requirements

• Atleast 2 year's experience in admin, customer service, and sales support


• High Level of Attention to Detail


• High level of written and oral communication


• Technical understanding


• Technical familiarity/experience is preferred but not required

Work Arrangement

• Work Setup: On\-site


• Work Hours: Monday to Friday, 3:00 am to 12:00 pm PHT, should complete nine (9) hours work, inclusive of one (1) hour lunch break

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