The position

We have an exciting opportunity to join our fab team as a part time Customer Service Associate with ClickMechanic (approx 24 hours per week to cover evenings and weekends).

As a member of the Customer Service team at ClickMechanic, you will be responsible for; providing service excellence to our Customers and partner Mechanics, passionately taking ownership, making great decisions whilst doing the right thing.

Customer Service is at the heart of the service that ClickMechanic provides; as a part of the team you will deliver consistency, forward-thinking and reliability, facilitating a customer journey that is effortless and easy so that our customers can get their cars fixed quickly, accurately and problem-free, whilst keeping our mechanics' diaries full.

As part of the customer service team you will be managing our customer and partner mechanics questions and queries via phone, online chat and email; ensuring a smooth and easy booking process, providing help with any issues that may arise.

What a day as a Customer Service Associate may consist of

• Responsible for the experience of customers and mechanics contacting ClickMechanic
• Reaching out to customers already booked with us; managing booking amendments & queries
• Monitoring and replying to emails and cases, through our contact management system
• Liaising with mechanics to manage customer bookings; getting to the bottom of any issues and provide any necessary support with our systems and processes
• Arrange and prioritise competing requirements, tasks and requests
• Actively contributing great ideas; challenging our team and processes to identify, test and implement improvement opportunities
• Maintaining strong relationships across your contacts; taking responsibility, making great decisions, and doing the right thing for our customers, mechanics and ClickMechanic.

Requirements

We’re looking for someone who

• Is available to work part time approx 24 hours per week - Saturday's and Sunday's (daytimes) and some weekday evenings (up to 8pm)

• Is committed, dedicated and hardworking; a team player, unafraid to get stuck in and make suggestions
• Is a fantastic and experienced communicator; who is clear, strong and confident in both verbal (Inbound & Outbound Calls) and written forms, with the ability to build relationships whilst manage expectations in demanding situations
• Has a strong moral compass and is driven to do the right thing; who manages a customer’s needs with empathy, care and compassion
• Is insatiable in their quest to provide a positive customer experience
• Has excellent organisational and time management skills
• Keeps their cool; is calm under pressure and is unrelenting in their questioning to solve customer problems and find a resolution
• Has strong IT skills and loves to learn; we have a load of great tech which we built ourselves
• Loves to provide fabulous service, making people happy; who enjoys doing this all with energy, passion and a big smile.
• Experience with customer service and handling complaints

Additional Extras

• Zendesk experience would be advantageous
• A passion for all things cars, engines and machines would be a massive bonus but certainly not essential

Benefits

We offer a competitive salary, including lots of other fantastic benefits:

• The starting salary for this role is c.£12.00 per hour (dependant on experience)
• 32 days holiday per year pro rata (this includes bank holidays and would increase each year for first three completed years)
• £500 annual personal learning and development budget
• Regular all company socials – meet your team and colleagues
• Juno points awards
• A great start-up opportunity - develop your career at this exciting early stage transformation
  

A bit about us

ClickMechanic is the online marketplace for mechanics; bringing customers trust and transparency to vehicle repairs. Our platform enables customers to get real-time quotes (a first in Europe), allowing for quick and easy booking with a vetted and trusted mechanic.

Founded in 2012 by EF alumni Andrew Jervis and Felix Kenton, the company has grown quickly offering nationwide coverage, backed on its mission by such institutional investors as 500 Startups, and Forward Partners, as well as angel investors including the former CEO of JustEat and Chairman of Treatwell.

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