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Customer Care Representative

Fulltime - Rotterdam

We are Last Mile Solutions

With over 195.000 charging stations, 1 million charging cards, 79 million transactions and users in 22 countries, we have become the largest independent provider of e-mobility platforms in Europe. Our platform is flexibly adaptable to the needs of our customers.

Our commitment to sustainability, efficiency, and innovation drives us to develop groundbreaking solutions that redefine the future of mobility.

We work internationally for a great diversity of customers and are located in a beautiful office in the historical center of Rotterdam, near the river Maas.

 

What you are looking for in a job

  • You will join the largest independent e-mobility PaaS platform in Europe
  • A great challenge in the dynamic and sustainable sector of E-Mobility
  • Ambitious colleagues as sparring partners
  • Training and development opportunities in an international environment
  • Certain flexibility in working hours but also between working remotely and in the office
  • 25 vacation-, and 13 extra ATV days (based on fulltime)
  • A pension plan
  • A nice bonus scheme
  • If you work at the office, an office at a prime location in Rotterdam
  • Full reimbursement of public transport costs or a mileage allowance and a parking pass
  • A great lunch in our bistro whether you are vegan, vegetarian, halal or have other requirements
  • Good working atmosphere, a personal trainer twice a week, an in-house gym, monthly drinks

 

Your role as a Customer Care Representative

We are seeking an experienced Customer Care Representative for our Customer Care team in Rotterdam. To be successful in this role, you have to be passionate about offering excellent customer service.
Our Customer Care team has 2 components where on the one hand the focus lies on technical support questions and on the other hand invoice questions. For the latter we are searching for a new colleague.
Within this role you will have direct contact with clients, that you alternating speak to in English or Dutch. It is a big plus if you also speak German and/or French.

You like to take the challenge to think along on new ideas to improve our customer service and pick up projects to achieve that. You join project teams to contribute to continuous improvements.

As Customer Care Representative you are the go-to person for our customers. You are the one that can listen and with your solution oriented mindset you step into the process with the customer to solve the issue as good and adequately as possible.
Sometimes you need help from colleagues in other teams for complex questions, you are able to distribute them well. You are capable of clearly describing the issue in our ticket system (Salesforce) and/or explain further if needed to colleagues in writing or orally.

– you are the first point of contact for questions on invoices
– you handle these questions or put them through to other departments with the right expertise
– you offer support to customers (B2B) and customers of our customers (end customers)
– you assess how urgent a request is and ensure this is taking care of with the correct priority
– you complement our FAQ with relevant information and help customers to find these
– you check in the system whether invoices are correct and you are capable of explaining the invoices content wise.

 

Responsibilities

  • You take responsibility for the entire process from when a customer reports an issue to closing the ticket (A to Z)
  • You offer support to our customers via e-mail and phone
  • You investigate, analyze and fix issues. At the same time you think along with the organization to help prevent certain issues or deal with more efficiently in the future
  • Investigation of bigger and more complex support issues and where needed, work closely with colleagues of other departments
  • Continuously deliver input proactively to our product/support knowledge team
  • Document questions/ issues in our ticket system (Salesforce)

 

You recognize yourself in

  • Work experience within a customer service or customer centric position
  • Working and thinking level on ‘HBO’ level
  • Strong oral and written communication in English and Dutch and capability to explain more complex concepts in a simple manner
  • Extensive experience with CRM-systems and ticket systems
  • You live in the surroundings of Rotterdam
  • You are looking for a fulltime job (working hours between 09.00-17.00 and rotating within the team 1 day a week until 18.00)
  • You are a team player and like sharing your knowledge
  • You are customer focuses and passionate about stimulating customer satisfaction
  • Work in problem-solving manner and look at issues from different points of view
  • Interested in technology, electrical mobility, with a curiosity to investigate how things work
  • You feel good in an environment where changes and adaption are central and react flexibly to challenges

 

And you recognize yourself in our core values

  • Be yourself
  • Follow your gut
  • Focus on the goal
  • See the bigger picture
  • Dare to be different

 

Interested?

Or have a question? You can contact Recruitment of Last Mile Solutions via jobs@lastmilesolutions.com

*With sending us your resume you consent we use your details during the application process.

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