Customer Service Specialist

PPC BLUE ROMANIA

E-Mobility

Bucharest

Unlimited period

#YourCareer starts with doing what you like

We are always looking for talented and motivated colleagues to join our team and together, contribute to the creation of a sustainable future, based on inclusion, empathy, respect and equal opportunities.

The main responsibilities and accountabilities of the Customer Service Specialist in the Caring Center for Electric Mobility ensure a high level of customer satisfaction by managing the performance of call center agents, collaborating with internal teams, and addressing both customer and partner needs. The specialist will focus on managing SLA queues, providing L1 guidance, and ensuring compliance with company policies and contractual obligations.

Together with us, you have the chance to grow every day, contributing to the energy transition, and being responsible of

L2 Support & SLA Monitoring:

• Provide second-level support for call center operations by monitoring agent performance, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs) defined by the contract.

L1 Guidance:

• Offer support and guidance to the L1 team, particularly in Credit & Collection processes, ensuring issues are resolved efficiently and according to company standards.

Collaboration & Team Leadership:

• Work closely with team leaders and internal teams to maintain a high level of customer satisfaction. Lead efforts to resolve escalated issues and ensure all inquiries are handled within established timelines.

KPI Reporting & Quality control:

• Prepare and report on KPIs related to the contract during monthly meetings with external partners. Provide regular updates, ensuring all data is accurate and in line with the agreed targets.
• Closely monitor the quality of the services provided and customer interactions.

Consumer Complaint Management:

• Oversee and manage customer complaints, including those directed to the National Consumer Protection Authority (ANPC), ensuring they are handled in compliance with company policies and legal regulations.

Training & Development:

• Lead training sessions for call center agents and other team members. Develop and update training materials to improve service quality and team performance.

Partner Relationship Management (B2B):

• Manage relationships with business partners, offering support and appropriate solutions to meet their needs. Collaborate with internal teams to address B2B partner requests and resolve issues.

Documentation & Procedure Development:

• Prepare and update working procedures for both the Caring Center and other internal departments, using tools like Word, PDF, and PowerPoint.

Cross-functional Collaboration:

• Attend internal meetings with various departments, and participate in external meetings with business stakeholders (BSN GR) to align on goals and ensure seamless operations.
• Stay updated with regulatory changes that might impact the business objectives
• Involved in the development and testing of functionalities related to the main activity of the department in the digital tools used.

What you'll need to succeed:

• Minimum 3 years experience in a similar role
• Proven experience in customer support, preferably within a call center or electric mobility environment.
• Strong understanding of SLA management, KPIs, and performance monitoring.
• Excellent problem-solving skills and the ability to manage complex customer and partner issues.
• Strong collaboration skills, with the ability to work effectively with team leaders and cross-functional teams.
• Experience with managing consumer complaints in compliance with regulatory requirements.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) for reporting and procedure documentation.
• Experience with Salesforce and Genesys is considered a plus.
• Customer focused

What's in it for you:

Professional growth/ Development

• opportunities for professional and personal development
• dynamic work environment and different business lines
• international work environment
• internal mobility programs
• courses, coaching sessions, mentoring
• Bookster

Rewards

• medical subscription/ medical insurance
• meal vouchers, bonuses (Energetician's Day, Easter, Christmas, etc.)
• 13th salary
• reimbursement of part of the holiday ticket
• extra free days (Birthday, Energetician's Day, etc.)
• special offers from our collaborators
• referral employee program
• Bookster

Way of working

• hybrid way of working (office & smartworking)
• short Friday

What else do you need to know?

We inform you that all applications received will be treated confidentially. Only the selected candidates will be contacted for an interview, the rest of the applications being kept in our database for a period not exceeding one year.

PPC is the leader of the energy market in Southeast Europe. PPC produces, distributes and supplies electricity, as well as advanced energy products and services in Greece, Romania and North Macedonia.

The PPC Group has production units with an installed capacity of 10.7 GW and serves 8.7 million customers in several markets in the region, with over 35 TWh of energy supplied.

The group is present in Romania following the acquisition of the Enel companies in our country in October 2023. PPC was founded in 1950 and is listed on the Athens Stock Exchange.