Customer Solutions Director, EVA Assists

EVA Global

Lisboa
Permanente
Horário completo

Há 2 mêses

EVA Global is the leading electric vehicle managed services provider committed to maximizing the reliability, availability, and accessibility of your charging network. We are the industry’s partner of choice for maximizing charger uptime and utilization. With our API-first technology platform, EVA Global offers an end-to-end charging solution, from multi-lingual end-user support and ad-hoc payment capabilities to complete infrastructure management services, including commissioning, network monitoring and field service orchestration.Headquartered in Finland, EVA Global has offices in Spain, Portugal, Germany, Malaysia, and USA, serving 60+ partners in three continents. The company comprises more than 480 employees, and we continue to grow. The company currently maximizes the uptime and availability of 500K+ partner charge points, serving 2.55M+ EV drivers in 30+ languages and countries in Europe, North America, and the APAC region.The Customer Solutions Director, EVA Assists plays a pivotal role in overseeing and enhancing the multichannel customer service operations within EVA Global’s customer base. This role demands a strategic thinker with strong leadership abilities, a passion for customer satisfaction, and a keen understanding of multichannel communication platforms.Key Responsibilities:Multichannel Operations Management:

Develop and implement strategies to ensure seamless multichannel customer service operations, including phone, email, live chat, social media, and other emerging platforms.
Monitor service levels across all channels to ensure timely and efficient responses to customer inquiries, complaints, and feedback.
Implement best practices for channel optimization, ensuring that each channel is utilized effectively to meet customer needs.
Lead workforce planning and management

Team Leadership and Development:

Lead, recruit, train, mentor and develop a team of leaders and customer service representatives, ensuring they possess the necessary skills and knowledge to deliver exceptional service.
Identify new ways of working to create a diverse and resilient team that sees EVA Global as a place they can learn and grow
Foster a positive and inclusive work environment across multiple locations that promotes teamwork, collaboration, and continuous learning.
Conduct regular performance evaluations and provide constructive feedback to team members to drive individual and team growth.

Performance Monitoring and Reporting:

Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of the customer experience centre.
Monitor KPIs regularly and identify areas for improvement to enhance overall customer satisfaction and operational efficiency.
Support the Revenue team to prepare regular client communications of performance and participate in client monthly and quarterly business reviews.
Prepare and present comprehensive reports on customer service metrics, trends, and insights to senior management.

Continuous Improvement Initiatives:

Lead initiatives to identify process bottlenecks, pain points, and opportunities for improvement within the customer service ecosystem.
Collaborate with cross-functional teams to implement innovative solutions that streamline operations, enhance service quality, and drive customer loyalty.
Stay abreast of industry trends, technological advancements, and best practices in customer experience management to maintain a competitive edge.

Crisis Management and Escalation Handling:

Develop and implement protocols for handling escalated customer issues and critical incidents, ensuring swift resolution and maintaining customer satisfaction.
Serve as a point of contact during emergency situations or service disruptions, coordinating with relevant stakeholders to mitigate impact and restore service continuity.

Qualifications and Skills:

Bachelor's degree in Business Administration, Marketing, Communications, or related field. Master’s degree preferred.
Proven experience (10+ years) in customer service management, preferably in a 24/7 industry environment.
Demonstrated leadership skills with the ability to motivate, inspire, and empower team members.
Excellent communication skills, both verbal and written, with a customer-centric approach.
Strong analytical abilities with the proficiency to interpret data, identify trends, and make data-driven decisions.
Ability to thrive in a fast-paced, dynamic environment and effectively prioritize competing demands.
Proficiency in customer service management software, CRM systems, and Microsoft Office Suite.
Certification in customer service management or related field is a plus.

The Customer Solutions Director plays a critical role in shaping the organization's brand reputation and fostering long-term customer relationships. By championing a culture of excellence and continuous improvement, they contribute to the company's success and drive sustainable growth in a competitive marketplace.EVA Global is an equal opportunity employer. We do not tolerate any forms of discrimination based on race, color, religion, marital status, age, national origin, ancestry, gender, sexual orientation, identity, or expression. We are proud to have an exceptional multicultural team and all matters relating to employment are based on merit, competence, and ethics.EVA Global is the leading electric vehicle managed services provider committed to maximizing the reliability, availability and accessibility of your charging network. We are the industry’s partner of choice for maximizing charger uptime and utilisation. With our API-first technology platform, EVA Global offers an end-to-end charging solution, from multi-lingual end-user support and ad-hoc payment capabilities to complete infrastructure management services, including commissioning, network monitoring and field service orchestration.Headquartered in Finland, EVA Global has offices in Spain, Portugal, Germany, Malaysia, and USA (United States of America), serving 60+ partners in three continents. The company comprises more than 360 employees, and we continue to grow. The company currently maximises the uptime and availability of 500K+ partner charge points, solving 100K+ monthly cases, serving 2.6M+ EV drivers in 30+ languages and countries in Europe, North America, and the APAC region.

EVA Global

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