Customer Support Advisor

2 weeks ago

Bingley BD WA, United Kingdom We Power Your Car Ltd Full time

We Power Your Car is an electric vehicle charger, full-service, supply and installation company based in Yorkshire but operating nationally.

As the experts in electric vehicle charging, we're able to assist with every step of installing an EV charging solution, whether it be for the domestic or commercial market.

We're a rapidly expanding business in an exciting, up-and-coming industry, and we are on the hunt for excellent people with a passion for exceeding customer expectations to join our team.

The Role…..

As an EV Charger Customer Support Specialist, you'll play a pivotal role in shaping our customers' experience, acting as their primary guide and support throughout the entire EV charger installation journey.

You'll be responsible for assessing and verifying customer surveys, creating clear and accurate job notes for our engineers, and ensuring they're fully prepared for each installation. You'll identify any additional materials required, accessing the complexity of the job and working closely with the scheduling team to ensure each installation is completed successfully on the day.

This role requires experience working in a fast-paced environment, sometimes under pressure, where accuracy, efficiency, and the ability to stay calm and focused are essential.

Main Responsibilities and Duties……

  • Customer Support: Act as the main point of contact for customers, gathering essential information and guiding them through the installation process.
  • Technical Knowledge: Apply basic technical understanding to support the installation process (full training will be provided.)
  • Pipeline Management: Maintain a well-organised pipeline of customers, proactively monitoring progress and addressing potential bottlenecks. Ensuring the customer is kept up to date with next steps throughout their journey. Prioritising workload to ensure delivery of excellent customer service to the required KPI's and SLA's.
  • Communication: Managing inbound and outbound communications, monitoring inboxes, overseeing DNO (Distribution Network Operator) applications/approvals, and liaising with external partners.
  • 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.
  • Cross-Department Collaboration: Work closely with internal operations, technical, and sales teams to ensure customers receive a consistent and coordinated experience.
  • Service Excellence: Uphold and enhance our five-star reputation by delivering outstanding customer service at every touchpoint.

About you……

You're a driven, organised, and self-motivated individual who takes pride in both accuracy and achieving results. You thrive in a fast-paced environment and remain calm under pressure, maintaining focus and precision even when deadlines are tight.

You have a strong work ethic and a genuine desire to grow and adapt as the business evolves, always aligning with changing priorities.

With proven experience in telephone-based customer service, you communicate clearly and confidently (both verbally and in writing) and consistently deliver right-first-time outcomes for customers.

You're highly proficient in Microsoft Office and quick to learn new systems. Experience using CRM or ERP software is an advantage.

Job Type: Full-time

Pay: £26,000.00-£30,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • On-site parking

Work Location: In person

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