Customer Service Executive
Onto, United Kingdom
Job Description
About Onto
We’re on a mission to create a faster, smarter and more innovative way of accessing electric cars. We offer an all-inclusive subscription solution, with no deposit and only a monthly renewable commitment.
We’re changing the way people think about car ownership whilst also doing the right thing for the planet. By 2026 we aim to have a fleet of 500,000 cars across Europe saving over 370,000 tonnes in CO2 emissions.
In 2022, we closed a $60 million Series C funding round and continue to grow our offering as the leading car subscription service in the UK.
Why not take a look
Onto
Onto: All-in EV subscription (@driveonto) • Instagram photos and videos
About the Customer Service Team:
The Customer Service team has undergone rapid change over the last 12 months and we still have lots of opportunity to grow amp; improve our service offering. If problem-solving, owning and improving the customer experience really motivates you, then we will provide the platform for you to shine and develop your full potential. We’re a small but ambitious team who strive to provide class-leading customer experiences. We are just starting out on our journey - If you believe you have what it takes to help take us to the next step, this is a fantastic amp; rewarding opportunity to contribute to our future success. We’re about hard work, but you’ll also have some fun along the way!
Requirements
Life as a Customer Service Executive at Onto:
This role is all about delivering a first-class customer experience by responding to multi-channel customer requests and queries promptly and professionally. Using your daily experiences in the role, we want you to generate and suggest systematic solutions to solve repeating queries or anticipate customer future needs.
You will be working as part of a small team and with the wider teams across the company to identify and solve problems and ensure the best possible outcome. But not stopping there, you should be constantly analysing our customer experience processes, ensuring it is refined and optimised. You are the face of Onto and the voice of the customer.
You will be delivering the very best customer experience responses by phone, email, live chat amp; social media platforms.
Ideally we are looking for:
Please note: We know that no candidate will be the perfect match for all we've listed in this posting, so we’d encourage you to apply if you feel you're close to the brief but not an exact match.
- Experience of working in a fast-paced developing customer support environment
- Self-motivated and able to work to agreed performance targets
- First-rate problem-solving ability with the ability to own customer issues through to resolution
- An ability to embrace change and adapt quickly
- Customer-focused, being the voice of the customer and the evangelist of Onto
- Values amp; respects others, build relationships, collaborates and challenges
- Excellent communication skills, both verbal and written
- Strong IT and technical skills with the ability to learn
- Able to work under pressure
- Able to work autonomously as well as being a positive team player
- You are an efficient multitasker, able to support across multiple platforms
Nice to have but not necessary:
- Experience in a high growth customer support environment
- A strong interest in sustainability or subscription-based companies
- Experience in a call centre environment
Working Hours
To accommodate our customer base, this role is shift based work where hours may vary. Typically shifts are 08:00 am- 16:30 pm or 10:30 am- 19:00 pm and we will discuss with you in advance if exact hours may change depending on business needs. We value two-way flexibility with hours on an as needs basis. There is also the need to work one weekend a month based on a rota.
We work in a hybrid way of working so you will be expected to go into the office in Warwick a few times a week.
Equal Opportunity
Onto is an equal opportunity employer, committed to diversity and inclusion. All applicants are given equal opportunity, regardless of age, gender identity or expression, language, disability, ethnic origin, religion, belief, culture or sexual orientation.
Benefits
- Onto discounted car (via Salary Sacrifice) - become a customer
and join the Electric Car revolution - Staff options scheme
- 25 days holiday (excluding bank holidays)
- Enhanced maternity and paternity leave policies
- Personal days - supporting mental health and creating space for employees
- A fun and social office environme