Customer Success Associate in Malvern

Join Indra – A leader in smart EV charging and sustainable energy technology. Founded in 2013 and based in Malvern, Indra designs, engineers, and manufactures pioneering smart charging solutions for electric vehicles. With patented technology, Indra offers high-quality, reliable, and easy-to-install EV chargers. Our innovative products benefit customers while supporting grid efficiency and sustainability, including the first viable bi-directional Vehicle-to-Grid (V2G) charger. We are committed to building tomorrow’s sustainable energy ecosystem by integrating vehicles, homes, and the grid. Join us and help shape the future of EV charging and sustainable energy.

At Indra, we value diversity, equity, and inclusion, recognising that varied perspectives foster innovation and drive our mission to create a smarter, greener future for all. We strive to create an environment where everyone feels comfortable and empowered to be their authentic selves. In support of this we raise awareness, share valuable information, and promote Equality, Diversity, and Inclusion (ED&I) efforts within our company and community. We are proud to be a Disability Confident Employer. If you have any accessibility requirements, please let us know at any stage of the hiring process, and we will do our best to support you.

Benefits available to Indra’s employees include:

• 5% matched Pension
• 25 days annual holiday allowance in addition to bank holidays
• 1 day annual volunteering leave
• Team Building events
• Employee referral reward scheme
• Long service reward scheme
• Performance based Bonus
• Health Insurance, including an Employee Assistance Programme
• Premium Life Assurance
• Access to Perkbox
• Eyecare vouchers
• Monthly wellbeing allowance
• Enhanced Maternity/Paternity pay
• On-site Mental Health First Aider
• Octopus Salary Sacrifice Electric Vehicle scheme

Key Responsibilities:

• Customer Interaction: Champion a customer-first mindset by consistently delivering empathetic, solution-oriented service. Respond to incoming support calls and emails in a professional and personable manner. Capture all required information during phone calls within the CRM system. Maintain clear and professional communication with drivers and installers ensuring they feel supported and informed regarding the service they require. Follow the scripts and processes in place to maintain consistency and high-quality standards. Accurately document all interactions and solutions in the CRM system for future reference. Ensure follow up communication with customers to confirm resolution and satisfaction. Actively seek customer feedback.
• Driver Assistance: Provide timely and effective support to drivers, addressing their inquiries and resolving issues. Guide drivers through troubleshooting steps for common problems and escalate complex or high priority issues to the appropriate team.
• Product Installation Support: Provide in-depth triage for on-site engineers during product installations. Refer complex technical questions to 2nd line support for further action or triage when appropriate.
• Ticket Management: Raise, triage, and respond to customer support tickets in line with the processes outlined. Manage support tickets, ensuring all issues are logged, tracked, and resolved within the agreed SLAs. Raise site visit requests as needed following relevant processes.
• Team Collaboration: Work independently and as part of a team to achieve personal, team, and business objectives. Engage in ongoing training programmes to stay current with product updates, support tools, and customer service best practices. Support onboarding and mentoring of new team members to ensure consistent service delivery. Contribute ideas and feedback to help shape a more customer-centric organisation.
• Service Level Agreements (SLAs): Adhere to customer call and ticket SLAs. Ensure you have a ticket Right First Time rate of 90%. Answer 20% of incoming calls with no more than 10% of total incoming calls dropped. To take a minimum of 6 tickets from the support inbox. Maintain personal and team SLAs to ensure high-quality support.

Key Competencies:

• Problem-Solving: Quickly assimilate information, identify issues, problem-solve, and present conclusions clearly.
• Communication: Exhibit clear and effective written and verbal communication skills.
• Technical Proficiency: Proficient in MS Office, particularly Excel and Word. Experience with Zendesk or similar CRM systems is desirable.
• Time Management: Demonstrate excellent time-keeping and the ability to prioritise and manage workload.
• Teamwork: Work effectively within a team environment and independently without supervision.
• Adaptability: Thrive in a fast-paced environment, handling multiple inquiries simultaneously. Multi-task and navigate ticket systems while communicating with customers/installers.
• Performance: Perform within and meet SLAs.
• Resilience: Remain calm and effective under pressure.
• Empathy: Caring for the customer and installer issues, helping to resolve them in a compassionate manner.

Desirable Skills:

• Previous experience in a customer service or administrative role is advantageous.
• Strong organisational skills and an analytical approach to problem-solving.
• Understanding of manufacturing operations and electronic engineering is advantageous.
• Experience working within an ISO 9001 Quality Management System is desirable.