Are you ready to be part of an exciting journey working for a company that supply and install smart electric vehicle (EV) home chargers?
Our client is on a mission to accelerate the global transition to clean, affordable energy-and they're looking for someone like you to help make it happen.
As a Customer Operations Executive, you'll play a key role in supporting customers throughout their EV charging journey, ensuring a seamless and positive experience.
If you're a motivated, customer-focused, and passionate about contributing to a more sustainable future, this could be the perfect opportunity for you.
Job Title: Temporary Customer Operations Executive
Location: Covent Garden (Hybrid) - 2 days from home and 3 days in the office
Start Date: ASAP
Duration: 3 months with possible extension after 3 months
Pay Rate: 14.85 per hour
Working Pattern:
- Full-time role
- 3 days in the office, 2 days working from home
- Approximately 2 weekend days per month - 1 Saturday and 1 Sunday per month with a week day back in lieu
- Christmas working - The team will need cover throughout the Christmas period, so it's important that you are available and don't have any pre-booked annual leave for the next 3 months including being able to work over Christmas.
Working Hours:
- Monday to Thursday: 09:00 - 18:00
- Friday: 09:00 - 17:00
- Saturday: 09:00 - 17:00 - 1 per month
- Sunday: 10:00 - 16:00 - 1 per month
What You'll Do:
- Resolve inbound customer queries via phone with timely and effective solutions.
- Proactively reach out to customers to support them in overcoming any hurdles.
- Become a product expert, mastering the installation process and understanding various customer situations.
- Handle escalations and sensitive customer interactions with care and professionalism.
- Collaborate with the Technical Support team, escalating cases, as necessary.
- Meet individual KPIs for productivity and quality while contributing to team goals.
Process and Improvement:
- Adhere to established team processes and suggest improvements when you spot them.
- Create and maintain internal knowledge resources to boost team efficiency.
- Stay curious about our products, the EV industry, and the role of AI in customer support.
- Foster a positive team culture, especially during high-demand periods.
What We're Looking For:
- Experience in a customer support role.
- Familiarity with CRM systems (e.g., Zendesk, Freshdesk, Intercom).
- Experience handling technical queries related to products.
- A proven track record of meeting support-related KPIs.
- Strong written and verbal communication skills in English.
Nice to Haves:
- Knowledge of the EV or clean energy industry.
- Experience in a start-up or scale-up environment.
- Proven ability to identify and drive process improvements.
- Familiarity with AI tools used in customer support workflows.
At our organization, we value diversity, equity, and inclusion. We believe in fostering a culture where everyone can be themselves at work. We actively seek out diverse talent and ensure that every application and employee is treated fairly and with equal opportunity to succeed and feel included.
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Temporary Customer Operations Executive employer: Confidential
As a leading employer in the data centre operations sector, we offer an exceptional work environment that prioritises employee growth and development. Our collaborative culture fosters innovation and accountability, while our commitment to safety and operational excellence ensures that you will be part of a team that values your contributions. With opportunities for international travel and the chance to lead critical operations across the EMEA region, this role provides a unique platform for impactful leadership and career advancement.
