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Customer Service Specialist (f/m/x)

fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Germany

Offer summary

Qualifications:

Experience in Customer Service or Technical Support, SLA-tracking and operations management experience, Escalation and complaint management experience, Strong communication skills in multiple languages, Experience in creating training materials.

Key responsabilities:

Ensure best-in-class customer service quality
Resolve customer issues and complaints promptly
Create and maintain customer-centric support processes
Update the Customer Service Knowledge Base
Support colleagues with technical questions

IONITY Scaleup https://ionity.eu/

51 - 200 Employees

See more IONITY offers

Job description

Your mission

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 customerâs 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.

Your profile

Experience in Customer Service or Technical Support operations (completed studies beneficial).
ProfessionalÂ experience in Customer Service operations managementÂ & 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.

You are the right person for this job if:

You have a strong customer focus and extensive experience in handling customer requests and complaints.
You like to work in an operational role and supplier management.
You are dedicated to process improvements and have proper process management skills.
You have strong skills in data analysis.
You like to create new process flows for support agents, manage the Knowledge Base and deliver training.
You are a team player and contribute to a pleasant working atmosphere with fun at work.
You have excellent written and spoken English language skills.

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About us

OUR MISSIONÂ

All of us at IONITY are driven by the belief that powering an EV across Europe should be so carefree that soon youâll never even think about it again. Over the coming years, driving an EV will increasingly mean freedom for everyone. Freedom to power your dreams across borders. To travel anywhere in Europe. To hop in, and only then decide where youâre going.