Job Descriptions:
- Respond to customer inquiries via phone, email promptly and professionally.
- Provide step-by-step assistance to customers on using the company’s EV charging stations and mobile apps.
- Identify and resolve technical issues with EV chargers including connectivity, hardware malfunctions, and payment processing errors.
- Guide customers through basic troubleshooting steps such as resetting chargers, verifying connections and updating software if necessary.
- Escalate complex issues to technical teams when necessary, providing clear documentation and details about the problem.
- Monitor and analyze performance data from EV charger to detect trends and recurring issues.
- Collaborate with the technical team to solve the issues and troubleshooting of the charger.
- Handle and resolve customer complaints effectively while maintaining empathy and professionalism.
- Follow up with customers to ensure that the issues are resolved to their satisfaction.
- Stay updated on the company’s EV charger models, features, and software updates.
- Maintain accurate records of customer interactions, troubleshooting steps, and issues resolutions in the CRM systems.
- Generate reports on customer feedback, recurring issues, and charger performance to inform service improvements.
Job Specifications:
- Minimum Diploma or bachelor’s degree
- Minimum 2 years of experience in customer service, technical support or troubleshooting roles.
- Experience in the EV or renewable energy sector is highly desirable.
- Ability to analyze performance data from chargers to identify trends or recurring issues.
- Excellent verbal and written communication skills, with the ability to explain technical issues in simple terms.
- Quick thinking and resourcefulness to resolve customer issues efficiently.
- Capacity to remain calm and professional under pressure.
- Proficiency in using CRM tools to document and track customer interactions.
- Ability to multitask, prioritize issues and manage time effectively.
- Flexibility to work in shifts, including weekends and holidays, if necessary
- Familiarity with EV charging infrastructure, renewable energy trends, and troubleshooting tools is one of the advantages