splend - Customer Experience Coordinator

• Handle daily customer issues including accident damage, warranty claims, and terminations with professionalism and empathy through face-to-face interactions and handling customer walk-ins. • Manage emotionally charged discussions around billing, repairs, and contract breaches calmly and clearly. • Conducted vehicle damage inspections and accurately documented findings. • Identify and resolve issues early to prevent escalations and contract terminations. • Manage the customer lifecycle post-onboarding through to contract end, ensuring timely follow-up. • Record all interactions and updates precisely in CRM and vehicle systems including Zoho, Microsoft Excel, and Microsoft Outlook to maintain accurate customer records and manage daily tasks. • Work closely with fleet and sales teams to coordinate vehicle inspections, repairs, and service issues. • Organise and manage customer walk-ins and appointments, providing calm, solution-focused support. • Perform all related admin tasks to maintain smooth account management and policy compliance. • Ensure customer adherence to contracts and company policies with a balance of firmness and empathy. • Processed insurance policies and ensured compliance with company procedures. • Coordinated and executed booking processes, ensuring appointments were scheduled accurately and efficiently. • Work a Tuesday to Saturday schedule, demonstrating flexibility and reliability to meet business and customer needs.