Temporary Customer Operations Executive

Confidential; Greater London; Híbrido; GBP 17 000 - 24 000; Tempo integral

Resumo da oferta

Confidential is seeking a Temporary Customer Operations Executive in Covent Garden (Hybrid) to support customers on their EV charging journey. You will resolve queries by phone, reach out to customers proactively, and become a product expert on installation processes.

You’ll handle escalations professionally and work with Technical Support to meet KPIs. The role is a 3-month contract with potential extension, paying £14.85 per hour, with a hybrid pattern of 3 days in the office and 2 days from

Qualificações

• Experience in a customer support role.
• Familiarity with CRM systems (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.

Responsabilidades

• 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.

Conhecimentos

Customer support

CRM systems

Technical queries

KPIs achievement

English communication

Descrição da oferta de emprego

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.