Customer Service Manager (Operations + Projects)

Join our dynamic EV Charging Solutions team and drive the future of sustainable transport. We are looking for an ambitious, professional, and experienced Head of Customer Service to help us enhance customer experience and quality in the fast-growing EV infrastructure market.

Responsibility:

• Manage Customer Service Team to respond to customer inquiries via phone, email, and chat professionally and courteously to ensure accurate and timely completion of service. 
• Manage day-to-day operations to ensure CS quality standards and meet the company Service Level Standard (SLA). 
• Create effective customer service procedures, policies, and standards.
• Identify and promote other services to customers to drive sales and improve customer satisfaction. 
• Liaise with the Network Operations Team to conduct a thorough investigation and root cause analysis of the complaint and respond to the customer promptly.
• Propose feasible/practical service and system improvements to meet/exceed customer expectations to increase customer satisfaction and loyalty. 
• Handle those escalated tickets from the ticket system and aim to close the ticket according to the company SLA.
• Propose solutions to complaints and ensure that risks to the company's reputation are minimized in line with the overall business strategy, to turn customer complaints into compliments. 
• Conduct service quality assessments and monitor service levels in outsourced customer service centers. Provide training/coaching to ensure that services are in line with the company's SOPs and policies and that service excellence KPIs are met. 
• Support and execute all the promotion campaigns, keep track of the promotion status, and report campaign results. 
• Perform other related duties and assignments as required.