AfterCare Support Case Handler & Travel Coordinator

We have an exciting new position available at ChargePoint Technology for an experienced individual to join our team as an AfterCare Support Case Handler & Travel Coordinator.

In this role you will deliver a first-class service to our customers throughout the customer service process by effectively communicating externally and internally handling the enquiry on a case-by-case basis with other internal departments.  The objective of achieving good customer satisfaction will be achieved by delivering solutions to our customers and managing their expectations appropriately.  This role will also be responsible for coordinating the travel of our service technicians, assisting with administration of their travel as well as for other colleagues who travel in the business.

This position will have three primary responsibilities:

AfterCare Support

• Case management of support cases from initial contact with a customer through to completion
• Problem solving customer issues by distributing support tasks to relevant internal departments and chasing responses, before formulating solutions for customers
• Liaising with internal departments for short-term solutions and long-term improvements
• Communicating with customers via phone, email or Teams/Zoom regarding support cases
• Building relationships with customers whilst resolving complaints
• Organising support for customers, dependent on their requirements;
  • Arranging warranty orders, including return of damage goods
  • Arranging conference calls between technical colleagues and customers

Coordination of Service Technicians

• Administering the service technician calendar with the involvement of the service technicians
• Linking travel arrangements for service technicians to support cases
• Liaising with customers, service technicians and sales colleagues to make site arrangements
• Being a point of in-house contact for the service technicians and travellers
• Creating and issue of Site Service Training Certificates

Travel Coordination

• Managing company travel requests, ensuring compliance with the company travel policy
• Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or directly
• Creating itineraries for travellers and helping support documentation requirements, e.g. VISA’s
• Record keeping and administration of company systems, e.g. managing the database, approvals, confirmations, cost etc. and providing analysis when required
• Monitoring travel reports to ensure the welfare of our travellers and being the point of contact and reaching out to travellers with important information

To be successful in this role you will have excellent administration and organisational skills, coupled with effective communication and interpersonal skills and the ability to communicate difficult/sensitive information tactfully.  Excellent written and verbal communication skills are paramount to the role.  It is important that you have a high attention to detail and a confident approach to decision making and customer support, taking ownership of the role and customer support tasks.  Having the ability to remain calm under pressure when dealing with customer complaints is key, whilst having the ability to critically assess the feedback from customers and suggest improvements internally.

Previous customer service/ support experience is essential for this role, as well as having experience in using CRM and ERP systems.  Travel administration experience would be desirable but is not essential.