Customer Service Executive

3 months ago

Belfast, United Kingdom Weev Full time

**Job Description - Customer Support Executive**

**Contract**:Permanent

**Package**:In the range of £22,000 - £24,000 per annum

**Hours of Work**:Monday to Friday 9:00am - 5:00pm

**Location**:Buildings, 8 & 9 Edgewater Office Park, Edgewater Road, Dargan, Belfast, BT3 3JQ

**Reporting to**:Operations Manager

**Company**

**Weev**
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 flexible approach to working hours, autonomy so you manage your own workload and a friendly and supportive team to work along with.
The company has ambitious plans for growth and is keen to build a team who can grow alongside the business.

**General Purpose**

We have an exciting opportunity for a Customer Support Executive to join our team. We are seeking a dynamic and experienced individual who is passionate about providing top
- notch customer experiences. In this role, you will be responsible for engaging with customers through multiple channels and ensuring their queries are handled in a professional and efficient manner. Your dedication to delivering outstanding customer service will contribute to our company's success.

**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.

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

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