Role: Temporary Customer Operations Executive
Location: London, WC2
Hybrid working option will be offered of 3/4 days per week in office.
Hours: 9am – 6pm Monday to Thursday, 9am – 5pm Friday, 9am – 5pm Saturday/Sunday. You will not be expected to work both Saturday AND Sunday and will be given a day off midweek should it be one of your weekends to work. Saturday and Sundays will be worked remotely from home.
Hourly rate: £15 per hour + holiday accrual
Duration: 12 weeks
Our client is looking for a driven, customer-obsessed Customer Operations Executive to join their Customer Operations team in London. You will work across all aspects of aftercare customer support for EV charging products, handling inbound queries, troubleshooting technical issues and helping customers progress through their EV charging journey. Reporting to the Customer Operations Team Lead, you will be a key part of a team that puts the customer at the centre of everything it does.
Responsibilities
- Resolve inbound customer queries via phone, email and live chat, providing timely and effective resolutions.
- Make proactive outbound communications to support customers who are stuck in their journey and help them progress.
- Become a product expert, developing deep knowledge of the client’s installation process and the nuances of different customer situations.
- Handle escalations and vulnerable customer interactions with care, consistency and professionalism.
- Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
- Meet individual KPIs for productivity and quality, contributing to wider team goals.
Required Experience
- Minimum 2 years of experience in a customer support role.
- Experience working with a CRM system such as Zendesk, Freshdesk or Intercom.
- Track record of working to and meeting support-related KPIs.
- Strong written and verbal communication skills in English.
If this opportunity aligns with your experience and interests, we would be pleased to hear from you!
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