Customer Services Analyst providing consultative support for B2B and B2C clients needing spare parts. Collaborating with internal teams to ensure efficient service delivery and customer satisfaction.
About the role
- Customer Care Representative managing customer support for M-KOPA Mobility via calls and resolving inquiries. Focused on ensuring positive customer experiences as part of the Mobility division.
Responsibilities
- Manage Mobility inbound and outbound calls in a timely manner
- Follow communication scripts when handling different customer topics
- Identify customer needs, clarify information, and provide solutions or alternatives
- Seize opportunities to upsell products when they arise
- Work on customer tickets, resolving both escalated and newly created tasks
- Keep accurate records of all conversations in the call center database
- Identify and escalate priority issues and concerns to management
- Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
- Assist in the customer home electrical audit process and management
- Follow up with third parties for repairs, accidents, and insurance resolution
- Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
- Support in thermal incidences and escalate to management
- Support issues related to driving training, logbooks, and number plates
- Receive and escalate customer documentation related to incidents and accidents
- Propose new ideas from customer feedback to help the Mobility team improve processes
Requirements
- Previous experience in a customer support role
- Strong phone and verbal communication skills with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to track your own work daily and compare against benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with difficult content
Benefits
- family-friendly policies
- prioritize well-being
- embrace flexibility
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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