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* Based St Albans - Hybrid working 3 days on site
* Salary up to £28,500 + benefits
* The chance to work with innovative products and industry-leading solutions
* A collaborative and inclusive work environment
We are partnering with a global company in the energy sector to hire a Customer Support Specialist. This is a critical role, serving as the primary point of contact for our drivers. This role is focused on addressing driver queries, resolving issues efficiently, and escalating complex problems to ensure timely and satisfactory solutions. You'll be responsible for delivering a seamless and exceptional support experience.
Key Responsibilities:
* Provide first-line support to EV drivers via phone and email (through cases in Salesforce).
* Assist with charging issues, payment queries and other ev-driver related queries.
* Handle incoming support requests efficiently, ensuring timely resolution first time right resolution.
* Accurately document issues and resolutions in the support system (Salesforce Servicecloud)
* Gather and report recurring issues to improve service quality.
* Work closely with second- and third-line support teams for advanced troubleshooting.
* Provide feedback on common driver challenges to improve internal processes.
* Maintain accurate logs of customer interactions for reporting and analysis.
What you'll need:
* Previous experience in customer support, call centres, or technical assistance
* Fluency in English required; additional European languages (e.g., Dutch, German) are highly desirable.
* Comfortable using ticketing systems (Salesforce Servicecloud), and basic troubleshooting tools.
* Ability to assist customers with professionalism, empathy, and patience
* Clear, concise, and friendly verbal and written communication
* Quick thinking and ability to resolve issues efficiently under pressure
* Capable of handling multiple inquiries while maintaining high service quality
* Works well with cross-functional teams and escalates issues appropriately
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