Shell Recharge Solutions zoekt een Customer Excellence Agent (German)

CUSTOMER EXCELLENCE AGENT (GERMAN)

Do you want to start or further your career in customer service? Do you need regular hours that also fit around your other commitments? Or would you like to work flexible hours? Are you looking for the opportunity to be part of a team for the long-term? Interested in working in a fun, fast growing international company with big ambitions?

WE ARE SHELL RECHARGE SOLUTIONS

We’re on a mission to enable cleaner transportation for everyone, driving the way towards a lower-carbon future. We do this by designing and building solutions for charging electric vehicles at home, at work, and on-the-go. With some of the most passionate and experienced minds on our side, we aim to make charging easy and accessible. Our award-winning services include charge points and a mobile app and charge card, that provide access to 275,000 charge points in over 33 countries. We want you to be a part of that!

WHAT YOU’LL BE IN CHARGE OF

Across Europe thousands of electric vehicle drivers are using Shell Recharge Solutions charging solutions, whether that is our own charge points, our mobile apps and online platforms, or our charge cards giving them access to tens of thousands of charging stations. Our goal is to be on the other end of the line if our customers have questions. We are there for our customers to give them personal and professional advice on the products they are using.

Worried you don’t know much about electric driving? Don’t be! If you bring the customer care experience we will bring the training and support so in a short period of time you learn everything you need to know about our products and services. With a number of specific questions, you’re able to quickly discover which solution suits the customer best.

Our colleagues from Customer Excellence are true champions, they are the friendly voice for our customers everyday. The team manages to fulfil all of their responsibilities with professionalism and ease, and still have a cold beer with the team on a Friday afternoon. Sounds good? Then your new team waits.

The Job…

Your core accountabilities are to…

• Provide an exceptional customer experience to all of our customers over the phone and via email;

• Proactively ensure that the customer is responded to quickly, that their experience is as seamless as possible, and that our approach is personalised and relevant to each individual;

• Be the voice of our customers – offer your professional advice and guidance to other departments to further improve our customer’s experience with us.

Success will be when you…

• Are able to support our customers within our agreed service timescales;
• Are the first point of contact for our customers on the phone and by e-mail; providing professional support to move their query forward;
• Take ownership over handling incoming requests and questions relating to our products and services;
• Proactively analyse problems / issues and offer the right solution;
• Work closely with our technical support colleagues so that you understand more technical issues, are able to provide first-line support, and have a network to call on if you need more help;
• Identify recurring issues and take responsibility for suggesting solutions to constantly improve our service;
• Be a friendly voice; you’re our business card to the outside world!

The person we’re looking for will…

• Have 1 – 3 years of experience of working in a customer facing role, customer service experience is a plus

• Be customer focussed: empathetic and genuinely interested in how to make things better for our customers;

• Speak German and English fluently

• Be able to provide practical support and advice to customers over the phone, diffusing difficult situations and leaving customers with a positive feeling about the company;

• Be skilled at communicating, exchanging ideas

• Use attention to detail to make sure that your activities are ‘right first time’;

• Be enthusiastic, proactive and cheerful.

BECOME PART OF THE CHANGE

Working at Shell Recharge Solutions means working in a fun, fast-growing international company with big ambitions.

By joining us, you will:

• Contribute to a more sustainable future;

• Become an expert in e-mobility;

• Work in an open and transparent culture with colleagues from all over the world;

• Divide your working time between your home office and our modern office space at the Energy Transition Campus in Amsterdam

• Receive a competitive salary that fits your experience + yearly bonus;

• Receive a Laptop and a Phone

• Receive a work from home budget to professionally equip your home office

• Be able to spend up to 5 working days a year on volunteering

• Develop your skills and expertise through several trainings. Besides this, you will receive a personal training budget and set your annual goals with your personal development plan;

• Enjoy our fun get-togethers (drinks), our annual winter and summer outing, Shell Recharge Solutions running team on the Dam tot Damloop, or any other event initiated by colleagues!