Multilingual Customer Care Executive

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 Customer Care Executive to join our team and you will own all aspects of aftercare customer support for our 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) Fluent in English required, plus:
Any mix of French, Dutch, Spanish, Italian, German, Portuguese
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 bonus Private Health Insurance Aegon Pension Scheme Life Assurance Scheme with death in service benefit of 4x salary Income Protection Scheme for long term illness Ride to Work Scheme Payroll Giving Scheme Season Ticket Loan to spread cost of travel over 12 months Diversity, 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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