About the company:
LeakBot is a smart home device that protects homes from the impact of water damage. Water damage is the single biggest cause of home insurance claims globally.
LeakBot is a patented self-installed device that connects to the home wireless network and, if it detects a water leak, notifies the customer via the LeakBot mobile app and provides access to a team of expert LeakBot plumbing VVS technicians to 'find and fix' the problem.
LeakBot partners with multiple insurance carriers across the UK, Denmark and the US. In Denmark we work with insurers such as TopDanmark and LB Forsikring.
You can learn more about LeakBot here:
https://www.ondoplc.com/
https://leakbot.io/leakbot/
About the role:
We are looking for a talented customer service executive to join our dedicated team and provide the exceptional customer service that is the foundation of our company.
You will be supporting end users with leak alerts, booking and managing engineer appointments and troubleshooting issues with the hardware and app as well as interacting directly with operating systems, hardware, and software.
We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging environment.
PRINCIPAL ACCOUNTABILITIES:
- Managing customer queries relating to the LeakBot device and app
- Managing customer interaction in the event of a leak alert
- Managing the process of booking jobs and taking payment where needed
- Managing scheduling and interaction with the LeakBot engineer network
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Utilise the CRM system to manage support for customers, collect appropriate MI at each stage of the customer journey and to report issues to the Product & Technical teams.
- Providing feedback on the overall customer journey and functionality of the LeakBot device.
About you:
To be successful in this role you will need to have the following knowledge, skills and attributes:
Essential:
- At least 3 years or more current experience in a technical customer support role
- Strong customer management and communication skills
- Experience of working with tech products in a customer services environment
- Working knowledge of Apple and Android operating systems
- Good planning and analytical skills
- A positive and pro-active attitude
- Having the ability to quickly identify problems, form solutions and execute step by step troubleshooting procedures
Desirable:
- Experience of plumbing and heating systems within a domestic environment
- Experience of dealing with financial services / insurance products
Additional details:
- Geographic location – Central Birmingham. A hybrid model will be available on completion of a successful probation period.
- No direct reports
Job Type: Full-time
Pay: £27,000.00-£28,000.00 per year
Benefits:
- Company pension
- Work from home
Work Location: Hybrid remote in Birmingham B1 2JB
