Customer Experience Advisor

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

Customer Experience Advisor

VisionTrack is the leading global provider of AI video telematics and connected fleet data.

Overview

Customer Experience Advisor

VisionTrack is the leading global provider of AI video telematics and connected fleet data.

The Customer Experience Team provides full support to selected customers and ‘manage’ all areas of the customer’s account.

We are looking for a Customer Experience Advisor who is passionate about providing high standards of customer service and delighting our customers. This role will be to provide comprehensive support and exceptional service levels to enrich our customers journey with VisionTrack Providing support to our customers as well as our Account Management team, setting them up for success and taking a proactive approach to customer care and customer engagement.

Responsibilities

First point of call for visitors & phone calls and emails - ensuring customer service of a high standard.

Order Management & Customer Support

• Process customer orders, quotations and pro forma invoices accurately and efficiently.
• Manage customer enquiries, order updates and delivery communications.

Account Manager Support

• Provide administrative support, reporting and account updates for key customers.
• Assist with customer reviews, action tracking and service improvement initiatives.

SLA Monitoring & Reporting

• Monitor customer SLAs and produce service performance reports.
• Identify risks early and work with internal teams to prevent customer impact.

RMA & Technical Support Coordination

• Manage RMAs through the ticketing system and coordinate resolutions with Tech Support.
• Monitor open cases, provide customer updates and drive timely closure.

Invoice Accuracy & Credit Control Support

• Support accurate invoicing, billing queries and credit reduction initiatives.
• Assist with aged debt queries and work with Credit Control to resolve disputes.

Low-Touch Sales Support

• Support customer sales enquiries, product recommendations and quotation requests.
• Liaise with product specialists via Teams to provide accurate customer information.

Cross-Functional Coordination

• Work closely with Operations, Logistics, Finance, Billing and Technical teams.
• Escalate risks, chase actions and ensure customer commitments are delivered.

Key Skills Required

• Strong administration, customer service and account support experience.
• Excellent attention to detail with a right-first-time approach.
• Experience producing reports and monitoring SLAs.
• Confident communicator with strong stakeholder management skills.
• Proactive problem-solving and ability to manage multiple priorities.
• Good Microsoft Office skills, particularly Excel and Outlook.
• Ability to work collaboratively across departments and drive actions to completion.

Based at Tunbridge Well Office (min 3 x per week on Rota) Hybrid role after first month

Monday - Friday 09h00 - 17h00