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Customer Operations Support

4 months ago

East Kilbride, United Kingdom Nine Twenty Full time

Our client is looking for an experienced Customer Operations Support agent to join their well-established team in East Kilbride. This role is crucial for ensuring exceptional service and operational efficiency within our electronic charging solutions. This position involves direct interaction with customers, resolving technical issues, and coordinating with various departments to ensure smooth operation of our charging infrastructure. The ideal candidate is a problem-solver with excellent communication skills and a passion for customer satisfaction.

The Role:

* Customer Support:

* Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

* Guide customers through the installation, setup, and usage of charging solutions.

* Operational Coordination:

* Coordinate with field service technicians to schedule repairs, maintenance, and installations.

* Collaborate with the logistics team to ensure timely delivery and setup of equipment.

* Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.

* Product Knowledge and Training:

* Stay up-to-date with the latest product features, updates, and industry trends.

* Assist in creating and updating customer support documentation and FAQs.

* Provide training to customers on new features and functionalities of the charging solutions.

* Feedback and Improvement:

* Collect and document customer feedback to identify areas for improvement in products and services.

* Participate in regular team meetings to discuss common issues and potential solutions.

* Contribute to the continuous improvement of customer support processes and tools.

Qualifications:

* Education:

* High school diploma or equivalent required. Associate or bachelor’s degree in a related field is a plus.

* Experience:

* Experience in a customer support or similar role

* Experience in the electronic charging or renewable energy industry is highly desirable, but not essential.

* Skills:

* Strong technical aptitude and ability to quickly learn new systems and technologies.

* Excellent problem-solving and analytical skills.

* Exceptional verbal and written communication skills.

* Ability to work independently and as part of a team