Customer Resolution Specialist (Telematics)

Location: hirify.global Telematics, Business Park, Arden Square, Crewe, England, United Kingdom

Company

hirify.global builds sustainable mobility, connectivity, telematics, and technology solutions for businesses, with a focus on e-mobility and the energy transition.

What you will do

• Manage customer invoice disputes from initial request through resolution.
• Investigate queries, gather information, and negotiate fair outcomes with customers and internal stakeholders.
• Achieve daily performance targets, with a focus on outbound customer activity.
• Produce regular CSAT reports covering feedback, performance trends, and improvement opportunities.
• Identify recurring dispute themes and root causes, escalating improvement opportunities.
• Maintain accurate case records and resolve disputes within agreed service levels and company policies.

Requirements

• Experience in customer service, retention, dispute resolution, or complaint handling.
• Strong customer service, written and verbal communication, negotiation, and objection-handling skills.
• Strong problem-solving, decision-making, organisational, and prioritisation skills.
• Ability to manage difficult conversations, remain calm under pressure, and meet deadlines in a fast-paced environment.
• Ability to analyse data and produce reports identifying trends and improvement opportunities.
• Professional, proactive, detail-oriented approach with the ability to work effectively with internal and external stakeholders.

Culture & Benefits

• Pension plan and life assurance.
• Employee fuel card scheme after six months.
• Electric Vehicle salary sacrifice scheme after twelve months.
• Employee assistance programme and 24-hour wellness and healthcare assistance.
• Time off for fertility treatment and pregnancy loss, plus inclusive health and wellbeing initiatives.
• Purpose-built Crewe workplace with a gym, café, barista bar, games rooms, and other facilities.