Customer Experience Advisor

Vermelo RPO; Royal Tunbridge Wells; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

VisionTrack is seeking a Customer Experience Advisor based at the Tunbridge Wells office, with hybrid work after the first month. You will handle first contact with customers, support orders and invoicing, and work closely with Account Management to ensure a seamless customer journey.

Strong organization and communication skills are essential to succeed. In this role you will monitor SLAs, coordinate with technical teams for timely resolutions and contribute to service improvements, while

Qualifications

• Experience in delivering high levels of customer service and account support.
• Ability to generate reports and monitor key SLAs.
• Strong communication with internal/external stakeholders.
• Proactive problem solving and multi-tasking across teams.

Responsibilities

• First point of contact for visitors, calls and emails, delivering high-standard customer service.
• Process orders, quotations and pro forma invoices accurately and efficiently.

Skills

Administration

Attention to detail

Reporting

Stakeholder management

Problem solving

MS Office (Excel/Outlook)

Cross-functional collaboration

Job description

Customer Experience Advisor

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

Monday – Friday 09h00 - 17h00

Overview

VisionTrack is the leading global providerof 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.
• Assistwith 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.
• Excellentattention to detail with a right-first-time approach.
• Experience producing reports and monitoring SLAs.
• Confidentcommunicator with strong stakeholdermanagement skills.
• Proactive problem‑solving and ability to manage multiple priorities.
• Good MicrosoftOffice skills, particularlyExcel and Outlook.
• Ability to work collaboratively across departments and drive actions to completion.