Customer Support Apprentice

In this role, you’ll gain hands-on experience in customer support, sales administration, and CRM management while working towards a nationally recognised qualification. You'll be a key part of the team, handling customer inquiries, managing contracts, and helping to deliver a seamless experience for their customers.

Your tasks will include:

• Gathering and processing the required information to onboard new customers
• Understanding and managing the processing of contract renewals, cancellations, and swaps, helping to retain customers within the EZOO product set
• Understanding the end-to-end process for all fines and excess mileages
• Completing all delivery feedback calls/surveys, the target is to contact 85% within 3 working days of delivery
• Calling customers who are 2 months into their contract and assessing their feedback against agreed parameters
• Encouraging customers who have had a positive experience to complete a Trustpilot review, 10% of all contacts to complete a revie
• You will manage and maintain our CRM system (Zoho) – for data entry, lead management, maintain data quality standards.
• Supporting sales of the EZOO products, responding to queries, handling initial inbound queries for Business Subscriptions
• Working with your Line Manager as well as the wider team including Account Managers to deliver efficient driver onboarding, and order processing
• Working with wider teams to ensure a smooth user experience

 

Training:

Training to be provided:

Business Administration Level 3 Functional Skills in English and maths (if required) Weekly day release at CWCT (Every Tuesday 9:30am-4:30pm)

Training Outcome:

Potential for career advancement within the company as you gain experience and develop your skills. This apprenticeship is ideal for someone looking to start a career in busienss adminsitartion and customer service with plenty of support and training to help you grow and develop professionally. 

Employer Description:
EZOO is an electric car Salary Sacrifice, Subscription and Lease provider, on a mission to create a faster, smarter, more innovative way of accessing an electric car. Since our launch in January 2018, we have grown the business year on year as a high growth tech scale up, with 200% organic growth in the last two years. We offer a fully digital experience – choose your car, choose your term, delivered to your door. We are based in Coventry serving customers nationwide. Our challenge now is to take EZOO to a new level without losing what makes us special for our customers. We need to be able to provide rock-solid reliability, speed, and accountability whilst growing to become a truly household name. This is a challenging combination, but one we're embracing in the next stage of our journey. And that's where you come in...

Working Hours :
To accommodate our customer base, this role will require flexible working hours, typical office/working hours will be 8.30-5.00pm Monday-Friday.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Presentation skills,Administrative skills,Analytical skills,Logical,Team working,Creative,Initiative