Customer Service Executive

EZO EV Charging; Maynooth; On-site; EUR 32,000 - 39,000; Full time

Benefits offered by this job

Pension

Healthcare

EAP

Job summary

EZO EV Charging is seeking a dedicated Customer Service Executive to manage and resolve tickets from third-party teams and support our internal technical staff. You will maintain clear records and act as a liaison to ensure timely resolutions.

In this on-site role in Ireland, you will generate monthly client reports, contribute to knowledge bases, and strive to deliver empathetic, efficient service while building strong relationships with customers and colleagues.

Qualifications

• Excellent verbal and written communication.
• Strong problem-solving skills.
• Customer-focused attitude.
• Adaptability to a fast-paced environment.

Responsibilities

• Respond to and resolve customer support tickets submitted by third-party customer service teams.
• Ensure timely resolution of customer inquiries, escalations, and issues.
• Collaborate with third-party teams to understand the nature of the issues and provide appropriate solutions.
• Maintain clear and accurate records of all tickets and customer interactions.
• Act as a liaison between the technical team and customer service, providing necessary information for technical tickets.
• Monitor and track the progress of internal technical support tickets.
• Communicate updates on ticket statuses to relevant teams and customers.
• Provide troubleshooting assistance as needed to help resolve technical issues within the scope of the role.
• Address customer queries or issues in a professional, efficient, and empathetic manner.
• Ensure high levels of customer satisfaction by delivering effective solutions and maintaining a positive relationship.
• Coordinate with relevant departments to escalate issues when necessary.
• Accurately document interactions with customers, technical teams, and third-party service providers.
• Generate reports on ticket trends, resolutions, and common issues to support continuous improvement.
• Generate monthly reports for clients.
• Assist in creating knowledge base articles or FAQs to help both internal teams and third-party services improve efficiency.

Skills

Communication

Problem-solving

Customer focus

Adaptability

Job description

Customer Service Executive

We are seeking a dedicated and detail-oriented Customer Service Executive to join our team. This individual will be responsible for managing and resolving tickets from third-party customer service teams and assisting our internal technical team with their support tickets. The role requires effective communication, problem-solving skills, and a strong ability to collaborate with both customers and internal teams to ensure seamless service delivery.

Key Responsibilities:

• Respond to and resolve customer support tickets submitted by third-party customer service teams.
• Ensure timely resolution of customer inquiries, escalations, and issues.
• Collaborate with third-party teams to understand the nature of the issues and provide appropriate solutions.
• Maintain clear and accurate records of all tickets and customer interactions.
• Act as a liaison between the technical team and customer service, providing necessary information or context for technical tickets.
• Monitor and track the progress of internal technical support tickets.
• Communicate updates on ticket statuses to relevant teams and customers.
• Provide troubleshooting assistance as needed to help resolve technical issues within the scope of the role.
• Address customer queries or issues in a professional, efficient, and empathetic manner.
• Ensure high levels of customer satisfaction by delivering effective solutions and maintaining a positive relationship.
• Coordinate with relevant departments to escalade issues when necessary.
• Accurately document interactions with customers, technical teams, and third-party service providers.
• Generate reports on ticket trends, resolutions, and common issues to support continuous improvement.
• Generate monthly reports for clients.
• Assist in creating knowledge base articles or FAQs to help both internal teams and third-party services improve efficiency.

Key Skills

• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Strong problem-solving skills and the ability to think on your feet.
• Customer Focus: A passion for providing exceptional customer service.
• Adaptability: Ability to adapt to a fast-paced and evolving industry.

Benefits:

• €35,000 plus Bonus
• Pension
• Healthcare
• EAP