Customer Care Manager

Customer Care Manager - Job Description

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About Electric by D’Ieteren (EDI)

EDI provides turnkey solutions from purchase decision to daily usage of an Electric Vehicle. More specifically EDI is selling electric charging stations as well as installation and connected services (smart metering, split billing, charging cards,…) in a seamless way to any EV drivers and fleet managers. EDI aims to become the number 1 partner for any user of electric mobility in Belgium. EDI is a fully owned subsidiary of D’Ieteren Auto. 

Who we’re looking for

EDI is looking for a rigorous, self-driven and highly motivated Customer Care Manager who will be  responsible for running & improving installation-to-cash processes with a team of internal & contact center agents. You are driven by an excellent customer service accompanying the fast growth of our business. You will be reporting to the Head of Sales & Operations.

Responsibilities

✓   Process ownership & continuous improvement :

    o Customer onboarding and activation on monitoring & split-billing platform

    o Certification of the electrical installation

    o Invoicing of the installation

    o Credit & collection

    o After-sales interventions & Claims handling

✓   Team management: 4 customer care agents + steering of ~5 contact center agents 

✓   Dashboarding & forecasting

✓   Operations: 

    o Daily follow-up of open customer cases & escalations

    o Structurally improve average handling time & first-time right with the team

    o Enable “A to Z” approach and mindset

✓   LMS – technical monitoring & split billing platform : take full ownership of the contractual relationship and the operational roadmap follow-up for Mass-Market and Fleet segments

✓   Customer care:

    o Supervise the contractual relationship with a contact center team of ~5 contact center agents

    o Steer daily operations together with the customer care SPOC within the operations team

    o Participate actively in weekly & monthly meetings

✓   Organize the scale-up :

    o Identify process improvements and automation possibilities

    o Digitalize communications with third parties through API’s

    o Arbitrate between operations to perform by 1st or 2nd line

✓   Operationalization of new product launches (PV & EMS, insurance)

✓   Provide input to strategic projects (a.o. recurring invoicing project)


Requirements

✓  5+ years of experience in business analysis / project management

✓  Relevant experience in Team management 

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

✓  Excellent verbal and written conversation in Dutch and French 

✓  Flexibility and an obsession for optimization in a fast-growing environment

✓  Devotion to customer delight and seamless experience

✓  Passionate about developing electric mobility

✓  Readiness to call customers in “3rd line” of support for complex situations


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