Seller Support Specialist

About the role

Motorway is an innovative online platform revolutionizing the way used cars are bought and sold by connecting private sellers with a vast network of dealers across the UK. We are on the lookout for a Seller Support Specialist to join our dedicated Seller Services team. This role is crucial in ensuring that our users receive exceptional support and guidance throughout their selling journey.

Key facts

What you'll do

• Act as the main point of contact for both car sellers and dealers, ensuring they have a experience on our platform.
• Handle customer inquiries through various communication channels, including phone, email, and live chat, providing timely and effective responses.
• Keep precise records and manage data within our internal Customer Relationship Management (CRM) systems to ensure accuracy and efficiency.
• Identify and troubleshoot issues that arise, assisting users in navigating the car selling process with ease.
• Serve as a customer advocate by pinpointing areas for improvement in our services and suggesting enhancements to our processes.
• Collaborate with team members to share insights and strategies for improving customer satisfaction and operational efficiency.
• Conduct follow-ups with customers to ensure their issues are resolved and to gather feedback on their experiences.
• Participate in training sessions to stay updated on product knowledge and service standards, ensuring you provide the best support possible.

Requirements

• Proven ability to quickly establish a professional rapport with customers, fostering trust and confidence.
• Excellent verbal and written communication skills, enabling clear and effective interaction with diverse audiences.
• Strong attention to detail, ensuring all customer interactions and data entries are accurate and thorough.
• Willingness and ability to learn new software applications and internal systems rapidly.
• A collaborative approach, thriving in a team-oriented environment while also being self-motivated.
• Previous experience in a customer service role, preferably in a fast-paced environment, is highly desirable.

Nice to have

• Familiarity with CRM software and its functionalities, enhancing your ability to manage customer interactions effectively.
• Experience in the automotive industry or a strong interest in cars and the car selling process.
• Knowledge of conflict resolution techniques and problem-solving strategies to handle customer concerns effectively.

Skills & tools

• Proficiency in using CRM software for managing customer data and interactions.
• Strong communication skills, both written and spoken, for professional engagement via phone, email, and chat.
• Excellent problem-solving abilities to address customer issues and enhance their experience.

Practical notes

• This position is based in our Brighton office, with a standard work schedule from 8:45 AM to 5:30 PM.
• Employees have the opportunity to work remotely one day per week, promoting a flexible work-life balance.
• Our benefits package includes stock options, a NEST pension scheme with a 5% employer contribution, and private medical insurance through BUPA.
• Additional perks encompass a cycle-to-work scheme, electric vehicle leasing options, life assurance, and a nursery salary sacrifice program for working parents.
• Employees enjoy 25 days of annual leave, plus an additional paid day for volunteering each year.
• We offer enhanced family leave policies, including 26 weeks of full pay for maternity or adoption leave.
• The interview process consists of an initial 30-minute phone call, followed by a 60-minute final interview that includes a skills-based assessment to evaluate your fit for the role.

Join us at Motorway and be part of a dynamic team that is transforming the used car market while providing exceptional support to our sellers. We look forward to receiving your application!

About the company

Motorway is the UK's fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car.