Customer Operations Executive

Ohme; Brussel; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Bonus

Hybrid in-office 3 days/week

Job summary

Ohme in Brussels is seeking a driven Customer Operations Executive to handle the full customer journey for our EV charging products. You will resolve inquiries via phone and email, build product knowledge, and work 3 days per week in our Brussels office, collaborating with the Technical Support team to ensure high-quality outcomes.

The ideal candidate has strong communication skills, at least 2 years in a technical support or customer operations role, and proficiency with CRM platforms to meet

Qualifications

• Minimum 2 years of experience in a technical support or customer operations role.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM and support platforms is required.

Responsibilities

• Resolve inbound customer queries via phone and email, providing timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme’s installation process and customer scenarios.
• Create and contribute to internal knowledge resources to improve team efficiency.
• Collaborate with Technical Support, escalating cases as needed and following processes.
• Meet KPIs for productivity and quality.

Skills

Excellent communication

Technical support experience

CRM platforms (Zendesk/Freshdesk/Inter

Tools

Zendesk

Freshdesk

Intercom

Job description

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market.

The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a driven, technically minded and detail-oriented Customer Operations Executive to join our team in Brussels, Belgium. As we continue to scale our European operations, you will work across all aspects of the customer journey, from initial contact through to aftercare support for our EV charging products. The ideal candidate will have a solid technical grounding and the ability to troubleshoot complex product issues, with a genuine passion for delivering an outstanding customer experience.

You will work from our Brussels office 3 days a week.

Responsibilities

• Resolve inbound customer queries via phone and email, providing timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme’s installation process and the nuances of different customer situations.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

Language Requirements

• Native fluency in Dutch and French and professional fluency in English required.
• Additional European languages such as Spanish would be beneficial.

Who You Are

• Excellent communication skills, with proven ability to explain technical concepts clearly to a non-technical audience, in both written and spoken support.
• Minimum 2 years of experience in a technical support or customer operations role.
• Proficiency with CRM and support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience working to and consistently meeting support-related KPIs.

You'll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

• Competitive salary and bonus
• Hybrid working (3 days in office)

Ohme is an equal opportunity employer. Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.