{"version":"1.0","provider_name":"Ohme EV Ireland","provider_url":"https:\/\/ohme-ev.com\/ie","author_name":"Ohme EV Ireland","author_url":"https:\/\/ohme-ev.com\/ie","title":"Customer Operations Executive - Cork","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"nG7Usfj3rs\"><a href=\"https:\/\/ohme-ev.com\/ie\/jobs\/customer-operations-executive-cork-4871835101\/\">Customer Operations Executive &#8211; Cork<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/ohme-ev.com\/ie\/jobs\/customer-operations-executive-cork-4871835101\/embed\/#?secret=nG7Usfj3rs\" width=\"600\" height=\"338\" title=\"&#8220;Customer Operations Executive &#8211; Cork&#8221; &#8212; Ohme EV Ireland\" data-secret=\"nG7Usfj3rs\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/\/# sourceURL=https:\/\/ohme-ev.com\/ie\/wp-includes\/js\/wp-embed.min.js\n\/* ]]> *\/\n<\/script>\n","description":"We&nbsp;are&nbsp;looking&nbsp;for&nbsp;a&nbsp;driven,&nbsp;customer-focused&nbsp;and&nbsp;detail-oriented&nbsp;Customer&nbsp;Operations&nbsp;Executive&nbsp;to&nbsp;join&nbsp;our&nbsp;Irish&nbsp;team&nbsp;in&nbsp;Cork.&nbsp;As&nbsp;we&nbsp;continue&nbsp;to&nbsp;scale&nbsp;our&nbsp;operations,&nbsp;you\u2019ll&nbsp;work&nbsp;across&nbsp;all&nbsp;stages&nbsp;of&nbsp;the&nbsp;customer&nbsp;journey&nbsp;&#8211;&nbsp;from&nbsp;welcome&nbsp;call&nbsp;to&nbsp;aftercare&nbsp;&#8211;&nbsp;for&nbsp;our&nbsp;EV&nbsp;charging&nbsp;products.&nbsp;You&nbsp;will&nbsp;be&nbsp;hands-on&nbsp;in&nbsp;supporting&nbsp;customers,&nbsp;installation&nbsp;partners&nbsp;and&nbsp;internal&nbsp;teams,&nbsp;helping&nbsp;to&nbsp;guide&nbsp;customers&nbsp;smoothly&nbsp;through&nbsp;their&nbsp;home&nbsp;charger&nbsp;journey,&nbsp;managing&nbsp;government&nbsp;grants,&nbsp;and&nbsp;ensuring&nbsp;our&nbsp;operational&nbsp;performance&nbsp;stays&nbsp;best-in-class. You&nbsp;will&nbsp;work&nbsp;from&nbsp;the&nbsp;Cork&nbsp;office&nbsp;3&nbsp;days&nbsp;per&nbsp;week&nbsp;as&nbsp;part&nbsp;of&nbsp;our&nbsp;hybrid&nbsp;working&nbsp;model. &nbsp; Responsibilities Customer&nbsp;Support&nbsp;&amp;&nbsp;Journey&nbsp;Management Conduct&nbsp;welcome&nbsp;and&nbsp;check-in&nbsp;calls&nbsp;to&nbsp;guide&nbsp;customers&nbsp;through&nbsp;their&nbsp;journey. Resolve&nbsp;inbound&nbsp;pre-&nbsp;and&nbsp;post-installation&nbsp;queries&nbsp;via&nbsp;phone,&nbsp;email&nbsp;and&nbsp;live&nbsp;chat. Make&nbsp;outbound&nbsp;calls\/emails&nbsp;to&nbsp;support&nbsp;customers&nbsp;who&nbsp;are&nbsp;stuck&nbsp;in&nbsp;their&nbsp;journey&nbsp;and&nbsp;help&nbsp;them&nbsp;progress. Provide&nbsp;clear,&nbsp;empathetic&nbsp;and&nbsp;technically&nbsp;accurate&nbsp;support&nbsp;for&nbsp;customers,&nbsp;installers&nbsp;and&nbsp;partners. Meet&nbsp;individual&nbsp;KPIs&nbsp;related&nbsp;to&nbsp;productivity,&nbsp;quality&nbsp;and&nbsp;customer&nbsp;satisfaction,&nbsp;contributing&nbsp;to&nbsp;wider&nbsp;team&nbsp;goals. &nbsp; Technical&nbsp;&amp;&nbsp;Installation&nbsp;Support Review&nbsp;customer&nbsp;Home&nbsp;Survey&nbsp;submissions&nbsp;and&nbsp;request&nbsp;missing&nbsp;or&nbsp;additional&nbsp;information&nbsp;where&nbsp;needed. Provide&nbsp;accurate&nbsp;and&nbsp;efficient&nbsp;troubleshooting&nbsp;and&nbsp;problem&nbsp;resolution&nbsp;for&nbsp;basic&nbsp;technical&nbsp;and&nbsp;installation-related&nbsp;queries. Collaborate&nbsp;with&nbsp;internal&nbsp;technical&nbsp;and&nbsp;product&nbsp;teams&nbsp;to&nbsp;highlight&nbsp;recurring&nbsp;issues&nbsp;and&nbsp;improve&nbsp;the&nbsp;customer&nbsp;journey. Create&nbsp;and&nbsp;maintain&nbsp;internal&nbsp;and&nbsp;external&nbsp;support&nbsp;content&nbsp;(e.g.&nbsp;help&nbsp;centre&nbsp;articles,&nbsp;templates)&nbsp;to&nbsp;proactively&nbsp;reduce&nbsp;inbound&nbsp;volume. &nbsp; Government&nbsp;Grants&nbsp;&amp;&nbsp;Administration Manage&nbsp;grant&nbsp;applications&nbsp;and&nbsp;documentation&nbsp;for&nbsp;eligible&nbsp;customers,&nbsp;ensuring&nbsp;accuracy&nbsp;and&nbsp;compliance. Provide&nbsp;administrative&nbsp;support&nbsp;for&nbsp;processing&nbsp;stock&nbsp;orders&nbsp;and&nbsp;arranging&nbsp;faulty&nbsp;unit&nbsp;collections&nbsp;with&nbsp;partners&nbsp;and&nbsp;logistics&nbsp;teams. &nbsp; Installation&nbsp;Partner&nbsp;&amp;&nbsp;Job&nbsp;Management Smart&nbsp;allocation&nbsp;of&nbsp;site&nbsp;surveys,&nbsp;installations&nbsp;and&nbsp;service&nbsp;visits&nbsp;to&nbsp;installation&nbsp;partners&nbsp;based&nbsp;on&nbsp;coverage,&nbsp;capacity&nbsp;and&nbsp;SLAs. Monitor&nbsp;customer&nbsp;progress&nbsp;throughout&nbsp;their&nbsp;installation&nbsp;journey,&nbsp;escalating&nbsp;any&nbsp;cases&nbsp;that&nbsp;fall&nbsp;outside&nbsp;agreed&nbsp;SLAs. Maintain&nbsp;accurate&nbsp;and&nbsp;up-to-date&nbsp;records&nbsp;in&nbsp;our&nbsp;systems,&nbsp;capturing&nbsp;installer&nbsp;updates&nbsp;and&nbsp;customer&nbsp;status. &nbsp; Who&nbsp;you&nbsp;are Excellent&nbsp;written&nbsp;and&nbsp;verbal&nbsp;communication&nbsp;skills;&nbsp;confident&nbsp;speaking&nbsp;with&nbsp;customers&nbsp;and&nbsp;internal&nbsp;stakeholders. A&nbsp;true&nbsp;customer&nbsp;champion,&nbsp;always&nbsp;looking&nbsp;for&nbsp;ways&nbsp;to&nbsp;make&nbsp;the&nbsp;experience&nbsp;smoother&nbsp;and&nbsp;clearer. Organised&nbsp;and&nbsp;diligent,&nbsp;with&nbsp;strong&nbsp;time&nbsp;management&nbsp;and&nbsp;the&nbsp;ability&nbsp;to&nbsp;juggle&nbsp;multiple&nbsp;tasks. Comfortable&nbsp;working&nbsp;with&nbsp;technical&nbsp;products&nbsp;and&nbsp;keen&nbsp;to&nbsp;understand&nbsp;EV&nbsp;charging&nbsp;and&nbsp;electrical&nbsp;installations. Proactive&nbsp;and&nbsp;a&nbsp;self-starter&nbsp;\u2013&nbsp;you&nbsp;spot&nbsp;what&nbsp;needs&nbsp;doing&nbsp;and&nbsp;take&nbsp;ownership. Data-aware&nbsp;and&nbsp;a&nbsp;natural&nbsp;problem&nbsp;solver,&nbsp;using&nbsp;facts&nbsp;and&nbsp;trends&nbsp;to&nbsp;make&nbsp;decisions. A&nbsp;team&nbsp;player&nbsp;who&nbsp;contributes&nbsp;positively&nbsp;to&nbsp;team&nbsp;culture&nbsp;and&nbsp;lives&nbsp;our&nbsp;values&nbsp;day&nbsp;to&nbsp;day. &nbsp; Required&nbsp;Experience Typically&nbsp;0\u20132&nbsp;years&nbsp;of&nbsp;relevant&nbsp;experience&nbsp;in&nbsp;customer&nbsp;support,&nbsp;operations,&nbsp;technical&nbsp;support&nbsp;or&nbsp;a&nbsp;similar&nbsp;role. Experience&nbsp;working&nbsp;with&nbsp;a&nbsp;CRM&nbsp;or&nbsp;ticketing&nbsp;system&nbsp;(e.g.&nbsp;Zendesk,&nbsp;Freshdesk,&nbsp;Intercom,&nbsp;Salesforce,&nbsp;etc.). Experience&nbsp;dealing&nbsp;with&nbsp;technical&nbsp;queries&nbsp;and\/or&nbsp;physical&nbsp;products&nbsp;is&nbsp;a&nbsp;plus. Experience&nbsp;working&nbsp;to&nbsp;KPIs&nbsp;or&nbsp;SLAs&nbsp;in&nbsp;a&nbsp;customer-facing&nbsp;environment. &nbsp; Language&nbsp;Requirements Fluent&nbsp;English&nbsp;(written&nbsp;and&nbsp;spoken)&nbsp;is&nbsp;required. Additional&nbsp;European&nbsp;languages&nbsp;(e.g.&nbsp;French,&nbsp;Spanish,&nbsp;Italian,&nbsp;Portuguese,&nbsp;German&nbsp;or&nbsp;Dutch)&nbsp;would&nbsp;be&nbsp;a&nbsp;strong&nbsp;advantage. &nbsp; Benefits You\u2019ll&nbsp;get&nbsp;to&nbsp;work&nbsp;in&nbsp;a&nbsp;fast-paced,&nbsp;rapidly&nbsp;growing&nbsp;scale-up&nbsp;with&nbsp;global&nbsp;ambitions,&nbsp;cutting-edge&nbsp;technology&nbsp;and&nbsp;a&nbsp;passion&nbsp;for&nbsp;sustainability.&nbsp;You\u2019ll&nbsp;have&nbsp;real&nbsp;ownership&nbsp;in&nbsp;helping&nbsp;customers&nbsp;transition&nbsp;to&nbsp;electric&nbsp;vehicles&nbsp;and&nbsp;a&nbsp;cleaner&nbsp;future. &nbsp; Our&nbsp;benefits&nbsp;include: Competitive&nbsp;salary&nbsp;and&nbsp;performance-based&nbsp;bonus Hybrid&nbsp;working&nbsp;model&nbsp;\u2013&nbsp;3&nbsp;days&nbsp;per&nbsp;week&nbsp;in&nbsp;the&nbsp;Cork&nbsp;office Opportunity&nbsp;to&nbsp;grow&nbsp;your&nbsp;career&nbsp;into&nbsp;more&nbsp;senior&nbsp;operations&nbsp;or&nbsp;specialist&nbsp;roles&nbsp;as&nbsp;we&nbsp;scale &nbsp; Ohme&nbsp;is&nbsp;an&nbsp;equal&nbsp;opportunity&nbsp;employer.&nbsp;Diversity,&nbsp;Equity&nbsp;and&nbsp;Inclusion&nbsp;are&nbsp;at&nbsp;the&nbsp;heart&nbsp;of&nbsp;what&nbsp;we&nbsp;do&nbsp;and&nbsp;we&nbsp;encourage&nbsp;a&nbsp;culture&nbsp;where&nbsp;everyone&nbsp;can&nbsp;be&nbsp;themselves&nbsp;at&nbsp;work.&nbsp;We&nbsp;actively&nbsp;seek&nbsp;out&nbsp;a&nbsp;diverse&nbsp;range&nbsp;of&nbsp;talent&nbsp;and&nbsp;our&nbsp;policies&nbsp;ensure&nbsp;that&nbsp;every&nbsp;job&nbsp;application&nbsp;and&nbsp;employee&nbsp;is&nbsp;treated&nbsp;fairly,&nbsp;with&nbsp;equal&nbsp;opportunity&nbsp;to&nbsp;succeed&nbsp;and&nbsp;to&nbsp;feel&nbsp;included."}