Customer Experience Advisor

Vermelo RPO; Tunbridge Wells; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

VisionTrack is seeking a Customer Experience Advisor based at Tunbridge Wells with hybrid working after the first month. You will be the first point of contact for visitors, calls and emails, handling orders, quotations and invoicing while supporting Account Management and maintaining SLAs.

You will coordinate with Operations, Logistics, Finance and Technical teams to ensure a high standard of customer service and a proactive approach to customer care.

Qualifications

• Strong administration and customer service experience.
• Detail-oriented with right-first-time approach.
• Experience producing reports and monitoring SLAs.

Responsibilities

• First point of call for visitors & phone calls and emails - ensuring customer service of a high standard.
• 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.
• Manage RMAs through the ticketing system and coordinate resolutions with Tech Support.
• Support accurate invoicing, billing queries and credit reduction initiatives.
• Support customer sales enquiries, product recommendations and quotation requests.
• Work closely with Operations, Logistics, Finance, Billing and Technical teams.

Skills

Administration experience

Customer service

Account support

Reporting

SLA management

Stakeholder management

Excel & Outlook

Team collaboration

Teams

Tools

Ticketing system

Microsoft Teams

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 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.