As an EV Charger Customer Journey Specialist, you will play a pivotal role in our customer experience, being primary guide and support for customers throughout their EV charger installation journey. Your expertise and proactive approach will ensure a seamless, high-quality experience from start to finish.
You will be working in a fast-paced environment and must be able to remain calm under pressure whilst working quickly and accurately.
Main Responsibilities and Duties
- Order Management: Accurately input and process customer orders from various internal and external sources, ensuring a “right-first-time” approach to maintain efficiency and minimise errors.
- Pipeline Management: Maintain a well-organised pipeline of multiple customers, proactively monitoring progress and addressing potential bottlenecks. Ensuring the customer is kept up to date with next steps throughout their journey.
- Customer Support: Act as the main point of contact for customers, gathering essential information and guiding them through the installation process.
- Communication: Managing inbound and outbound communications, monitoring inboxes, overseeing DNO (Distribution Network Operator) applications/approvals, and liaising with external partners.
- Empathetic Assistance: Provide tailored support to customers, especially those with additional needs, ensuring that all queries are addressed promptly and effectively.
- Accurate Information Management: Review and verify information provided by customers, ensuring consistency and accuracy to facilitate a smooth customer journey, as well as enabling all team members to access and utilise information efficiently for seamless operations.
- Service Excellence: Uphold and enhance our five-star reputation by delivering outstanding customer service at every touchpoint.
- Cross-Department Collaboration: Work closely with internal operations, technical, and sales teams to ensure customers receive a consistent and coordinated experience.
Requirements:
- Open to new challenges
- Able to provide excellent customer service.
- Attention to detail
- Previous telephone-based customer service experience is essential
- Customer focused approach to all work
- Excellent verbal and written communication skills.
- Strong IT skills: ability to use Microsoft Office is a must as well as the ability to learn new IT systems quickly. Previous experience of CRM or ERP systems would be an advantage.
- The ability to thoroughly review survey images and accurately record information about installation jobs (technical training provided).
- Outstanding communication skills, both written and verbal, to be able to explain technical subjects to customers
- Experience in dealing with difficult customers, complaints and objection handling.
