Customer Service Representative
Job Type: Full Time, Permanent, after a successful probation period of 3-months
Location: Crewe
Working Hours: 37.5 hour per week, Monday - Friday
Salary: 25,000 - £28,000 per annum
Benefits
- Occasional Home Working.
- Group Bonus Scheme.
- Pension contribution.
- Business use Laptop & Mobile phone allowance
- Holiday entitlement of 28-days including bank holidays.
Electric Vehicles "EV" charging infrastructure represents one of the hottest markets and one of the most critical needs as the world shifts from internal combustion engine vehicles to electric-driven transportation. EVs include motorcycles, cars, pickup trucks, vans, boats, and ATV's.
Qmerit was launched to facilitate "The Electrification of Everything" at scale. Combining our purpose-built digital managed services software platform with our nationwide network of certified electrical contractors, Qmerit is uberising the electrical services industry, managing the end-to-end service delivery process, and providing unmatched quality experiences related to the adoption of electric vehicle charging stations, battery storage systems, solar system integration, emergency power, and microgrid solutions.
The Role – Customer Experience Representative:
An opportunity for an experienced Customer Service Representative to play a vital role in Qmerit's retail and fleet business operations team has emerged. Our growing company is looking for a full time, skilled problem-solver to join our team as an EV operational support. We are looking for an enthusiastic individual who can efficiently manage customer service-related issues and speak competently and confidently with auto dealers, EV customers and electrical contractors.
The successful candidate for this role will have the drive and aptitude to gain command of the company's service offerings, processes and technology platform. The Customer Service Representative must continuously interact with a pleasant and customer centric demeanour and uphold high customer satisfaction ratings from a variety of audiences.
This role is cross-functional and will require you to be comfortable participating in multiple aspects of the business including programme implementation and concierge-level customer service.
In this position, you will report directly to the Customer Services Operations Manager. Full training will be provided on the Qmerit back-office platform and client programmes.
Key Responsibilities – Customer Experience Representative :
One of the primary responsibilities is matching EV customers to our certified contractors. In this role, the Customer Service Representative will be speaking to both EV customers and contractors to answer questions and provide guidance. Another responsibility includes answering questions via web technology on our programmes essentials and how to use the Qmerit technology platform to respond to customers.
With that overview the Customer Service Representative responsibilities are:
- Responsible for maintaining a high level of professionalism with clients while establishing a positive rapport with every caller.
- Monitor each stage of the customer journey through the Qmerit platform for retail and fleet programmes that originate from contract-awarded accounts.
- Answer incoming calls, emails, and chat requests from EV Customers, Dealerships, Charge point manufacturers (EVSE), and electrical contractors.
- Make outgoing calls to contractors and drivers to ensure excellent communication as jobs progress through the customer journey.
- Resolve customer escalations in collaboration with Customer Services Operations Manager.
- Review KPIs and report to internal and external stakeholders.
- Find solutions to customer or contractor issues and make suggestions for enhancements or amendments, with a focus on improving the customer experience.
- Serve as a primary point of contact and provide day-to-day support to Qmerit partners and implement any required adjustments.
- Enter or update customer/ticket information in HubSpot - our customer service software - during and after each call.
- Collaborate closely with the UK Sales team to build and expand Qmerit's partnerships.
- Help achieve Customer Service Scores of 9 or higher overall Qmerit programmes.
Person Specification – Customer Experience Manager:
Qualifications
- Proactive problem solver with a strong initiative.
- Strong written and verbal communication skills.
- Strong attention to detail and a high level of professionalism.
- Ability to manage multiple tasks.
- Demonstrates a working knowledge of the technology tools required within assigned responsibilities.
- Advanced Microsoft Office Skills.
- Effective organisation and time management skills.
- Act ethically and responsibly in all matters, creating a culture of excellence and aspiration.
- To take on any other responsibilities or tasks that are within the employee's skills and abilities whenever reasonably instructed.
- To handle personal data in accordance with the organisation's data protection policy.
- To comply with the company's policies and the Health and Safety at Work etc. Act 1974.
Experience
- Demonstrate a minimum of 3-years' experience as Customer Service Representative.
- HubSpot (CRM) experience would be an advantage .
- Experience in electrical, field service, and dispatch related work is a plus.
Qmerit is an Equal Opportunity Employer, Qmerit is committed to diversity in the workplace.