Customer Support Specialist

YOHRS; St Albans; On-site; GBP 24,000 - 29,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to enhance the driver experience in the energy sector. This pivotal role involves addressing queries and resolving issues for EV drivers, ensuring top-notch support through effective communication and problem-solving skills. You'll work in a collaborative, hybrid environment, where your contributions will directly impact service quality and customer satisfaction. If you're passionate about providing exceptional support and thrive in a dynamic setting, this opportunity is perfect for you. Join a team that values inclusivity and innovation, and take the next step in your career!

Benefits

Collaborative work environment

Innovative products

Industry-leading solutions

Qualifications

• Previous experience in customer support or technical assistance is required.
• Fluency in English; additional languages like Dutch or German are a plus.

Responsibilities

• Provide first-line support to EV drivers via phone and email.
• Document issues and resolutions in the support system accurately.

Skills

Customer Support

Communication Skills

Problem-Solving

Empathy

Fluency in English

Basic Troubleshooting

Tools

Salesforce

Salesforce Servicecloud

Job description

Headlines:

• Customer Support Specialist
• Based St Albans - Hybrid working 3 days on site
• Salary up to £28,500 + benefits
• The chance to work with innovative products and industry-leading solutions
• A collaborative and inclusive work environment

We are partnering with a global company in the energy sector to hire a Customer Support Specialist. This is a critical role, serving as the primary point of contact for our drivers. This role is focused on addressing driver queries, resolving issues efficiently, and escalating complex problems to ensure timely and satisfactory solutions. You'll be responsible for delivering a seamless and exceptional support experience.

Key Responsibilities:

• Provide first-line support to EV drivers via phone and email (through cases in Salesforce).
• Assist with charging issues, payment queries and other ev-driver related queries.
• Handle incoming support requests efficiently, ensuring timely resolution first time right resolution.
• Accurately document issues and resolutions in the support system (Salesforce Servicecloud)
• Gather and report recurring issues to improve service quality.
• Work closely with second- and third-line support teams for advanced troubleshooting.
• Provide feedback on common driver challenges to improve internal processes.
• Maintain accurate logs of customer interactions for reporting and analysis.

What you'll need:

• Previous experience in customer support, call centres, or technical assistance
• Fluency in English required; additional European languages (e.g., Dutch, German) are highly desirable.
• Comfortable using ticketing systems (Salesforce Servicecloud), and basic troubleshooting tools.
• Ability to assist customers with professionalism, empathy, and patience
• Clear, concise, and friendly verbal and written communication
• Quick thinking and ability to resolve issues efficiently under pressure
• Capable of handling multiple inquiries while maintaining high service quality
• Works well with cross-functional teams and escalates issues appropriately