Customer Experience & Account Support Specialist

VisionTrack; Charing Heath; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

VisionTrack, the leading global provider of AI video telematics and connected fleet data, is seeking a Customer Experience Advisor to support selected customers and manage accounts.

You will handle orders, inquiries, SLA monitoring, RMAs, and cross-functional coordination while delivering high standards of service. The role is based at our Tunbridge Wells office with a hybrid pattern after the first month.

Qualifications

• Previous administration and customer service experience.
• Ability to manage multiple priorities and meet SLAs.
• Excellent attention to detail and right-first-time approach.
• Experience producing reports and monitoring SLAs.
• Confident communicator with stakeholder management skills.

Responsibilities

• First point of call for visitors, phone calls and emails, ensuring high standard customer service.
• Process customer orders, quotations and pro forma invoices accurately and efficiently.
• Provide administrative support, reporting and account updates for key customers.
• Monitor customer SLAs and produce service performance reports.
• Coordinate RMAs and resolutions with Tech Support; drive timely closure.
• Support accurate invoicing, billing queries and credit reduction initiatives.
• Support customer sales enquiries and liaison with product specialists.

Skills

Customer service

Attention to detail

Stakeholder management

Multi-priority management

Strong communication

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

VisionTrack, the leading global provider of AI video telematics and connected fleet data, is seeking a Customer Experience Advisor to support selected customers and manage accounts.

You will handle orders, inquiries, SLA monitoring, RMAs, and cross-functional coordination while delivering high standards of service. The role is based at our Tunbridge Wells office with a hybrid pattern after the first month.