Customer Service Executive

3 weeks ago

Belfast, United Kingdom Weev Full time

**Job Details**:
Reference Number

Ref-21312

Location

Belfast

Contract Type

Full-Time Permanent

Salary

£24,000 per Annum

Closing Date

18/08/2023

**Key Responsibilities**
- Managing customer relationships, being the first point of contact for clients' queries and complaints.
- Proactively handling calls to ensure all orders are logged, attended to, and completed according to Weev's KPIs.
- Ensuring accurate order capture and documentation.
- Liaising with customers regarding installation status and progress updates.
- Reporting back to clients, customers, and operational teams on work progress and completion.
- Monitoring charger status, logging calls and jobs on the helpdesk database.
- Diagnosing faults and providing troubleshooting support.
- Receiving and processing deliveries.
- Monitoring stock levels and coordinating inventory management.
- Raising purchase orders for sub-contractors and engineers.
- Performing general administration duties as required.
- Fulfilling any other duties necessary to deliver an effective and efficient helpdesk service in accordance with Weev's service agreements.
- Ability to multitask and prioritise duties, adapting to changing demands.
- Commitment to fully understanding the products and services offered by the company.
- Providing detailed and relevant information to customers.
- Maintaining records of each phone call for future reference.
- Offering exceptional customer service and ensuring customer satisfaction.
- Following up with customers for any additional information or requirements.
- Collecting customer feedback and forwarding it to the relevant department or manager.
- Cultivating and maintaining healthy relationships with customers.
- Adhering to the company's rules and regulations.
- Excellent verbal and written communication skills.
- Familiarity with Customer Relationship Management (CRM) software such as Salesforce or ZOHO.
- Strong problem-solving abilities.
- Customer-oriented mindset and approach.
- Ability to meet deadlines and effectively prioritise tasks.
- Excellent telephone etiquette and active listening skills.
- Quick learner with exceptional decision-making capabilities
- This list is not exhaustive but provides a good indication of the main duties of the post.**Essential Criteria**
- Proven experience working as a Customer Support Executive or similar position.

**Desirable Criteria**
- Previous experience working within the EV Charging industry or similar industry.
- Experience of CRM system
- Experience using CRM systems such as Salesforce, ZOHO, or others.

**Requirements**:

- Excellent verbal and written communication skills to effectively interact with customers, understand their needs, and provide clear and concise information.
- Ability to actively listen to customers, understand their concerns, and respond empathetically to address their queries and issues.
- Strong problem-solving abilities to analyse customer situations, identify solutions, and offer prompt resolutions to ensure customer satisfaction.
- A customer-centric mindset with a focus on delivering exceptional service and building positive customer relationships.
- Efficient time management skills to prioritise tasks, handle multiple inquiries simultaneously, and meet customer service deadlines.
- Flexibility to adapt to different customer personalities, changing situations, and varying customer service scenarios.
- Collaboration with other team members and departments to ensure a seamless customer experience and coordinate efforts for problem resolution.
- Resilience to handle challenging customer interactions, manage stress, and maintain a positive attitude in high-pressure situations.
- Meticulous attention to detail to accurately record customer information, follow processes, and provide thorough responses.
- Willingness to learn and grow professionally, seek feedback, and actively contribute to improving customer service processes and procedures.

**Company Benefits**
- Competitive Basic Salary, plus annual bonus based on company performance.
- Private Healthcare plan
- Confidential Employee Assistance Programme
- Bereavenemt Counselling
- Company Pension Scheme
- Life Assurance
- 33 days per year (inclusive of public/bank holiday days)
- Opportunities for career progression
- We are an Electrical Vehicle Solutions company based in Belfast with investment in a public Electrical Vehicle (EV) charging network infrastructure throughout Northern Ireland. We aim to have in the region of 1500 charging stations installed across a vast array of over 300+ locations including a number of major ultra-rapid charging hub sites that will see drivers able to fully “top up” their vehicles in less than 20 minutes.- As experts in electric vehicle charging, we can assist with every step of sorting an EV charging solution, whether it be for the domestic or commercial market. The company also offers EV managed fleet solutions and leasing options.- In return we offer a flexibl

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