RRemoteville
GRIDSERVE logoGRIDSERVE

Customer Service Specialist

Skills
Customer ExperienceCustomer InteractionCustomer SatisfactionCustomer ServiceCustomer SupportData EntryPhone Etiquette
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Experience in customer service within varying communication channels
  • Ability to handle and manage customer cases within a management system
  • Technical troubleshooting skills
  • Strong relationship-building skills
  • Strong communication skills
  • Ability to follow communication procedures and guidelines
  • Administrative skills
  • Ability to maintain key performance targets

Nice to have

  • Proficiency in Microsoft Dynamics D365
  • Experience in EV charger network
  • High adaptability

Day to day

  • Assist customers through the charging process across various channels including Telephony, Email and Live Chat
  • Monitor and manage customer cases raised by the Customer Services Desk within the Management System
  • Ensure customer cases are investigated and responded to in accordance with service levels
  • Support monitoring activities through case analysis to identify charger problems within the EV charger network
  • Develop strong relationships with support functions within GRIDSERVE to improve processes and policies following direct customer interaction and feedback
  • Troubleshoot and resolve technical incidents or complaints at first point of contact using supporting systems and colleagues
  • Become an ambassador for GRIDSERVE, ensuring products and services are signposted through customer interactions
  • Design your own learning and development plan with the help of Managers and resources to plan out your future within GRIDSERVE
  • Maintain key performance targets, ensuring customers receive both quality and efficiency required
  • Follow communication procedures and guidelines
  • Assist with other administrative duties to promote smooth operation of the Customer Department and Customer Service team
  • Perform other tasks and services as reasonably requested in connection with service delivery