Customer Service Representative

1 week ago

Denpasar, Indonesia PT GRIDSERVE APAC Services Full time

**Job Title**:Customer Service Representative

**Based in**: Home Working following training

**Department**: Customer Service

**Position reports to**:Customer Service Supervisor

**Role overview**:To provide an efficient and effective service to customers focusing on first time resolutions, listening to their needs to find the right solution.

**PT GRIDSERVE APAC Services**, headquartered in Bali, Indonesia, is a service-based business that provides services to international sustainable energy business GRIDSERVE Sustainable Energy Ltd (GRIDSERVE®) headquartered in the UK in the areas of Digital Products and Services and Marketing Communications and Customer services.

GRIDSERVE is a tech-enabled sustainable energy business whose purpose is to deliver sustainable energy on the scale needed to move the needle on climate change. To achieve this, it has pioneered a proprietary Sun-to-Wheel ecosystem that involves creating the most advanced hybrid solar + battery farms, developing and managing the UK’s most popular electric vehicle charging infrastructure and launching an innovative electric vehicle leasing programme. Together, this will ensure the rapid decarbonisation of transport is both equitable and affordable.

The multi-award-winning company has been predicated on sustainability, while its guiding values around people, product and the environment are proactively used to guide every decision from top to bottom. GRIDSERVE believes a better and more sustainable future is within our reach. Now is our time to #deliver.

Due to expansion of the business, we require several driven, customer focused individuals who want to deliver exceptional service. This vital role involves a wide range of duties to really offer support, over and above what our customers expect.

**Key Responsibilities**:

- Monitoring and management of customer cases raised by the Customer Services Desk within the Management System (Microsoft Dynamics D365).
- Ensure the customer cases are investigated and responded to in accordance with our service levels.
- Support the monitoring activities through case analysis to identify the charger problems within the EV charger network.
- Develop a strong relationship with support functions within GRIDSERVE to continually improve processes and policies following direct customer interaction and feedback.
- Troubleshoot and resolve technical incidents or complaints at first point of contact using several supporting systems and colleagues.
- Become a GRIDSERVE ambassador, ensuring, where relevant, that the products and services are signposted through customer interactions.
- Design your own learning and development plan, leaning on Managers and resources to plan out your future within the company.
- Maintain GRIDSERVE’S key performance targets, ensuring our customers receive both the quality and efficiency required.
- Follow communication procedures and guidelines.
- Assist with any other administrative duties to promote the smooth operation of the Customer Department and the Customer Service team.
- Perform such other tasks and services which may reasonably be requested by the company in connection with the delivery of services.
- Adhere to all company policies, procedures and business ethics codes including anti-bribery policy and Environmental and Quality Management System (compliant with ISO 9001 and 14001)

**Skills/ Experience Required**:

- Excellent level of written and spoken English. Minimum IELTS Band 8/TOEFL PBT 635/TOEFL IBT 110/TOEIC 905, or other proficiency test result (min C1 level is needed).
- Proven experience of delivering exceptional customer service, ideally within a Contact Centre.
- Self-driven, customer focused, results-oriented and quality oriented.
- Team player, supportive of the wider team.
- Able to approach work with positive energy and integrity.
- The ability to work efficiently in a fast-paced environment.
- Respectful, empathetic, and professional with excellent customer facing skills.
- Effective communication both verbally and in written form.
- Computer literate. Must be a proficient user of Microsoft suite of packages including Word, Outlook, Excel and PowerPoint, where needed.
- Sound judgement and solutions driven to identify, troubleshoot and resolve issues.
- Excellent attention to detail and a desire to get things right.
- Direct experience working as customer service representative would be highly advantageous.

**Company Culture & Values**:
**PT GRIDSERVE APAC Services** prides itself in providing a workplace that is friendly, encourages creativity and independence, empowering each team member to work at their best. We are passionate with an entrepreneurial spirit, hard-working but always find time to ‘let our hair down’.

We aim to work with Awesome people who align with our values to achieve greater results. Consider the values below and ask how well these resonate with the principles you hold.

**Be Awesome** - We aim to delight: ‘great’ is o

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