Project overview
Our client is Europe’s largest electric vehicle charging network. The company is present in 31 countries with more than 100 000 charging points and provides access for its users. Customer service can be contacted via email and chat. Written inquiries arrive from the following sources: - Contact form - App feedback - Customer feedback on charging stations/sessions The role of first-line support is to: - Answer all incoming queries - Answer and review incoming emails (tickets) and categorize them if not done automatically. - Check status of charging key orders. If lost, send requirement to shipment to replace the order. - Answer all incoming questions regarding user accounts and general questions about the service - Help customers with charging session issues. If issue not on the provider's side, finding alternative station for the customer, and escalation issue further. - Opening hours: from 8 a.m. to 10 p.m. local time, Monday to Sunday Agent Requirements: ● German and fluent English language knowledge ● 1- 2 years experience in call/contact center in a similar role ● Excellent written and spoken communication skills ● Proficiency in Microsoft Office Suite and Online applications ● Ability to work at least 5-6 hours a day Payment: 10 EUR/hour - paid in USD monthly in the first 10 working days of the following month. Work Environment Requirements: - Quiet workplace (tasks are delivered from the comfort of the help-desk agent's home) - USB Headset (separate microphone and loudspeakers are not good enough to manage calls) - Computer or Laptop with Windows operating system (Windows 8 or above) and - Broadband internet connection (mobile internet is not good enough to manage calls) Training Method - We use cloud-based call center technology - You need to download our call handling system, which needs to be tested. - We train all of our agents online before the beginning of any project - We monitor the progress of agents and acknowledge successful inquiries