Customer Service Executive - Rewarding Work

Responsibilities:

1. Assist the team of Customer Service Engineers (CSE) to be compliance to TR25 and mandatory authority regulations and ensuring their adherence to safety regulations, quality standards, and service protocols. 

2. Update and provide CSE guidance and support to service CSE team in troubleshooting complex issues, and resolving customer escalations. 

3. Coordinate and schedule service activities, assigning tasks scheduled to CSE based on skill levels, workload, service level support and customer requirements. 

4. Conduct regular compliance evaluations and provide feedback to service technicians, identifying areas  for improvement and recommending training opportunities. 

5. Assist the Customer Service Manager to monitor service performance metrics, analyze data, and identify trends or areas for improvement to optimize service delivery and customer satisfaction. 

6. Collaborate and work with the Customer Service Manager in developing and implementing service processes, procedures, and standards. 

7. Maintain and manage an organized inventory of spare parts and equipment, ensuring availability for service operations and minimizing downtime. 

8. Organize and coordinate with other departments, such as sales and operations, to ensure seamless coordination and effective communication regarding service activities. 

9. Foster a positive and collaborative team environment, promoting teamwork, motivation, and professional development among CSE team. 

10. Maintain strong relationships with service provider, customers, addressing their inquiries, concerns, and feedback in a prompt and professional manner. 

11. Stay up and update CSE team on the latest information with industry trends, technological advancements, and regulations related to electric vehicle charging infrastructure and service operations. 

12. Establish and maintain strong relationships with local resources and contractors, fostering effective communication and collaboration. 

13. Assist and negotiate service agreements and contracts with local resources and contractors, ensuring alignment with company objectives and customer expectations. 

14. Monitor and feedback the performance of local resources and contractors, conducting regular performance evaluations and addressing any issues or concerns.

15. Coordinate and feedback the work of local resources and contractors, ensuring adherence to project timelines, quality standards, and customer requirements. 

16. Maintain accurate records and documentation related to local resources and contractor management, including contracts, certifications, and performance evaluations.

17. Organize and assist to set up training and certification via internal service apps.

18. To assist Customer Service manager to ensure and manage the Customer service related duties and other adhoc assigned taskings.

Requirements:

1. Higher Diploma / Degree in Electrical Engineering & or other relevant Engineering qualifications

2. Minimum 2 years of relevant experience in the related industry; junior candidate will be considered as well

3. Experienced in handling power devices / power electronics / communication modules / electrical wirings

4. Possess good analytical and problem-solving skills, exceptional interpersonal skills, attention to detail

5. Ability to present ideas in a clean & user-friendly way

6. Service and results oriented, self-driven, and a team player