Customer Service Coordinator

About the Role

The InLife Coordinator at Splend is a face-to-face position that plays a crucial role in maintaining and enhancing customer relationships post-sale. This position is responsible for ensuring that all day-to-day hub operations related to customer management run smoothly.

As the primary point of contact for customers after they have been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer inquiries.

Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints.

Key Responsibilities

• 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.
• Explain next steps, responsibilities, and costs fairly and consistently to customers.
• 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.