Customer Service Agent

Job description

ENGIE are currently recruiting for a Customer Service Agent to join a professional team of highly dedicated Customer Service Agents providing telephone support to our Electric Vehicle (EV) users in a predominately home-based environment.

Do you have the skills and initiative to help our customers on the phone who need reassurance and practical, sometimes technical, advice?
Will you go the extra mile for our customers?
Do you have a quiet workspace at home, to deal with calls in a professional manner, free from distractions?

This is a permanent telephone based role but it is NOT a call centre or sales role but good, old-fashioned genuine customer service. You will be part of a team which provides 24 hour telephone cover; covering between 08:00 and 20:00, either from 08:00 – 17:00 or 11:00 – 20:00 Monday to Friday. However, we will require flexibility and there will be occasional requirement to cover times outside of your usual shift pattern including evenings and weekends.

ENGIE Electric Vehicle Solutions (EEVS) provides complete business solutions for charging electric vehicles

We provide world class customer support services to the Electric Vehicle (EV) charging industry and our unprecedented growth means that we are now seeking to recruit a Customer Support Team member.

This genuinely is an exciting opportunity for an enthusiastic, self-motivated individual to join a rapidly growing company and make a real difference.

THE ROLE

· 
Reporting to the Customer Services Manager, your prime role will be providing solutions on the phone to the technical problems and questions from Electric Vehicle owners who are using public chargers operated by EEVS.

· 
This will include:

· 
Making customers and their needs the primary focus of your work

· 
Interacting with customers by telephone to understand their problem by evaluating and analysing the symptoms

· 
Interpreting data from the chargers and sending remote commands using EEVS software

· 
Processing the information in response to their comments and clearly communicating solutions in a user-friendly, professional manner

· 
Following established processes and procedures; however each customer is different and you will tailor your responses accordingly

· 
Following up and making scheduled call backs to customers where necessary

· 
Staying current with system information, changes and updates

· 
Researching required information using available resources

· 
Identifying and escalating priority issues

· 
Record keeping – logging each call on EEVS database

· 
Performing related work and general administrative support as required

YOU WILL BRING

·  A genuine desire to deliver world class customer service
·  The ability to speak clearly and communicate certain technical aspects in simple language
·  Be able to establish rapport quickly with a wide variety of customers in a variety of situations
·  To be an effective questioner and listener
·  To be able to keep calm and polite when under pressure
·  To be able to effectively deal with customers in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
·  Ability to identify and understand problems and provide solutions over the phone to the customer
·  Ability to identify repeat problems and escalate to Customer Services Manager
·  To be able to multi-task and be flexible
·  Be open to learning and change
·  An interest in Electric Vehicle technology
·  To maintain confidentiality and observe data protection and associated guidelines where appropriate.
·  A current and valid UK driving licence

TRAINING

EEVS will provide training in EEVS systems and EEVS Customer Care standards and procedures. The Company will arrange for you to spend some time driving Electric Vehicles in order to understand and provide first-hand knowledge of the issues that customers may experience.

HOURS AND ENVIRONMENT

08:00 – 17:00 or 11:00 – 20:00, Monday to Friday, working from home on a permanent basis. However, we will require flexibility and there will be occasional requirement to cover times outside of your usual shift pattern including evenings, weekends and public holidays.

Who are we?

ENGIE is a leading energy and services company focused on three key activities: production and supply of energy, services and regeneration. Our 17,000 employees combine these capabilities for the benefit of individuals, businesses and communities throughout the UK & Ireland.

Globally, the ENGIE Group employs 160,000 people worldwide and achieved revenues of €60.6 billion in 2018.

Note to internal applicants: Please log in at the top right corner under "employee sign in" to apply for this role.

For more information about ENGIE, please visit:

http://www.engie.com/en/candidates-area/

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Additional Information
·  Posting Date: Sep 17, 2020