Temporary Customer Operations Executive

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

Customer Support

• 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.

Company Culture

• 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.
• We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

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