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About the Role
As a Customer Operations Specialist, you will be the primary point of contact for drivers, guiding them through their entire leasing journey from order to return. You will act as an expert guide, ensuring a seamless transition to zero-carbon driving and providing exceptional, high-quality service primarily over the phone.
Responsibilities
- Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on, handling inbound and outbound calls with empathy.
- Own the Driver Journey: Manage the end-to-end process from the point of ordering, acting as the driver's personal project manager.
- Champion Brand Reputation: Proactively seek opportunities to delight drivers and aim for top-tier feedback.
- Creative Problem Solving: Find creative, fair solutions for issues like manufacturer delays or spec changes.
- Operational Resilience: Maintain high standards and a positive attitude, managing workload effectively even during busy periods.
Requirements
- Excellent Phone Manner: Natural communicator who can build rapport quickly and stay calm under pressure.
- A Passion for Service: Genuinely enjoy helping people and going the extra mile.
- Resilience and Grit: Thrive in a fast-paced environment, comfortable with challenging conversations and ambiguity.
- Attention to Detail: Ensure no detail is missed in the contracting or delivery process.
- A Team Player Mindset: Enjoy working as part of a team, sharing feedback and suggesting improvements.
- Knowledge of Cars/EVs (Preferable): Background or interest in the automotive industry or electric vehicles is an advantage.
Skills
- Communication
- Customer Service
- Problem Solving
- Adaptability
- Attention to Detail
- Teamwork
Location
- London
- Brighton
Work Type
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- Salary is discussed during the recruitment process.
Benefits
- Perks available through Octopus Employee Benefits.
About the Company
- Octopus Electric Vehicles is building a new way for drivers to join the electric charge, making it easy for individuals and businesses to go electric by combining car, charger, and energy.
- The company aims to drive sustainable change, decarbonise the planet, and provide customers with fair pricing and a fantastic experience.
- Octopus Electric Vehicles is part of the Octopus Energy Group, an innovative energy supplier transforming industries.
Equal Opportunity
- As an equal opportunity employer, we do not discriminate on the basis of any protected attribute.
- Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
- Encourages applications from all candidates, even if they don't meet 100% of the job requirements.