Multilingual Customer Care Executive
hace 1 mes
We're on a mission to make the switch to sustainable transport and energy faster, easier and more affordable. We use our own technology stack, data smarts and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for EVs. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.
Ohme has been selling its chargers to consumers since mid-2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of Octopus Energy, Motability, the Volkswagen Group, and other innovative brands.
We are scaling up the business and are building out the team for rapid growth. If you're interested in joining a fast-growing cleantech venture on a journey to speed up the global transition to clean energy, read on
We are looking for a multilingual?Customer Care Executive?to be based in our Barcelona office and you will own all aspects of aftercare customer support for our European customers on EV charging products, including queries, support and troubleshooting.
In this role, you will provide product/services information and, liaising with the technical team, resolve any problems or questions that our customers may have with respect to the product. You will ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction. Your primary responsibility will be to take inbound phone calls and respond to email inquiries.
Responsibilities Answer customer queries via phone and email, and other channel such as live chat when we launch them Answer queries in multiple languages depending on what is required at the time Become a product expert; learn the product inside and out and be able to use this to help our customers effectively Meet individual KPIs corresponding to productivity and quality, and help contribute to our wider team goals Provide exceptional customer service, having deep empathy for our users and obsessing over the end user Occasionally deal with vulnerable customers, providing the same level of high quality support Adhere to the processes set out within the team, whilst questioning and highlighting improvements when you see them Work with our Tech Support team and escalate customers cases when necessary Be available for weekend and evening work when necessary Language Requirements (all minimum C1 level) Must have: Fluent in English Plus native fluency in Spanish, Portuguese or Italian Who you are Organised and diligent with exceptional time management skills A self-starter who is proactive in finding resolutions A problem solver at heart; inquisitive and eager to learn Empathetic with a deep care for the customer Required Experience Minimum 2 years experience working in a customer support role Have worked with a CRM system such as Zendesk, Freshdesk, Intercom etc. Experience dealing with technical queries and products Experience working to and meeting support related KPIs Experience providing both written and spoken support in multiple languages Nice to haves Bachelors degree or above Experience/knowledge in the EV industry Previous experience working in a start up or scale up Experience driving process improvements You'll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.
Competitive salary and discretionary bonusDiversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.
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