Customer Care Expert

Customer Care Expert - Job Description

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About Electric by D’Ieteren (EDI)

EDI is bringing the Electric Vehicle (EV) ecosystem to the next level in Belgium by providing turn-key solutions from the purchase decision to the daily usage of an EV. More specifically EDI is selling charging stations with installation and services such as connectivity, split billing, energy management and charging cards in a seamless way to EV drivers and fleet managers. EDI is a fully owned subsidiary of D’Ieteren Auto and aims at becoming the #1 EV charging player in Belgium.

Who we’re looking for

EDI is looking for a rigorous, self-driven and highly motivated Customer Care Expert to you will ensure that the customers' charging stations become and remain operational and that their questions are answered correctly. In this way, you ensure that customers are fully satisfied.You will be reporting to the Head of Sales & Operations. 

Responsibilities

Operations:

    o Daily verifications in the CRM that installations of the day before have been executed according to the quality standards, proceed to the activation in case of connected charging points

    o Activate the charging stations installed every day and ensure that the customer’s subscription is properly configured.

    o Handle refused certifications, analyze the cause of the lack of conformity and adequate follow-up

    o Identify improvement points both in the operational processes and in performance of technicians,

in order to take corrective actions

    o Invoice the installations in a timely, accurate and complete fashion

    o Supervise the cash collection process, making sure that billed installations are cash is collected

in a timely fashion. Solve disputed files in interaction with the customers.


Customer care:

    o Handle customer questions or complaints in an A to Z fashion (incl. customer contact)

    o Contribute to the supervision of a contact center team of ~10 pool agents: provide training, ensure

the appropriate process / work instructions usage. Participate in weekly status with our contact

center and perform ad hoc listening sessions with call agents

    o Occasionally, be available outside of regular working schedule to solve an urgent problem

Requirements

✓ Effective communication with customers to address problems and find solutions, per e-mail or per call

✓ Reactivity and agility to solve problems on the spot. Solution-oriented.

✓ Ability to treat operational tasks with rigor and efficiency, with an eye for details

✓ Stress-resistance and ability to handle emergencies in a structured way

✓ Autonomy, sense of ownership for a scope of responsibility and solution-oriented

✓ Excellent verbal and written conversation in Dutch and French

✓ Flexibility and willingness to perform different kinds of tasks in a fast-moving environment

✓ Passionate about developing electric mobility

EDI offers

✓ A role in an innovative and young company rapidly expanding in electric mobility

✓ A result-based but very fun company culture

✓ A flexible & collaborative environment with a highly driven team

✓ A competitive package