Customer Service Specialist
November 6
Description
• Ensure best-of-class quality of customer service and support experience for users of the Europe-wide charging network of IONITY. • Take ownership of customer issues and resolve escalations swiftly. • Be the main contact point for the external Customer Service suppliers and support teams. • Create and maintain customer-centric support processes for users of the IONITY charging network, products and services. • Continuously update the Customer Service Knowledge Base and Training materials: write support articles and training documents, deliver training in classroom and remotely. • Be the customer’s advocate in challenging IONITY's products and processes with focus on the needs of the customer. • Support colleagues with technical questions and help resolve issues and escalations concerning the IONITY Network.
Requirements
• Experience in Customer Service or Technical Support operations (completed studies beneficial). • Professional experience in Customer Service operations management & SLA-tracking. • Professional experience in escalation and complaint management. • Experience in creating process documentation, training material & conducting group training (in-person and remote). • Strong communication skills in multiple languages. • Professional social media support experience.
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