Customer Care Agent

• JET-Charge
• Full-time
• Port Melbourne, Australia

Company Description

About JET Charge

We are a diverse group of humble but boundlessly ambitious people, united behind a clear vision to break down any and all barriers to EV charging, to create a greener, better future.

To do that, we have built ourselves from the ground up, with diversity of thought, gender, age, background and experience at our core.

We provide electric vehicle charging solutions for everyone, from everyday drivers to governments fleets.

We are proud pioneers and  leaders in the industry,  widely acknowledged as one of the main driving forces behind EV charging infrastructure in Australia. So, hop on board as this is only the beginning of a once in several generation shift.

What we do

We change the world! JET Charge has grown from a small installation business in Melbourne to Australia’s leading end-to-end provider of EV charging technologies.

We are experts in supporting customers to get the charging outcomes they need. We do this through our strong experience in project design and strategy, project delivery, EV charging hardware and innovative charging technology.  

We are the EV charging partner for 24 vehicle manufacturers and have deployed more charging stations than any other company in Australia, from one car garages through to some of the world’s largest EV infrastructure highway projects.

What sets us apart? Our culture makes us proud to be here. It is one that is diverse, determined, and fearless. We believe that every one of us is a custodian for that culture and we hope to welcome you as the next member of our team.

Job Description

The role

At JET Charge, the Customer Care Agent role is fun, challenging and fast paced! It requires empathy, a level head, excellent communication skills and an outstanding service ethic. As part of the Customer Care team, you will be the first point of contact for all customers who call in to us needing support, so the types of calls you get in a day are nice and varied - there is never a dull moment! 

Our Customer Care Team works 7:00am – 7:00 pm (AEST) Monday to Friday, both from home and in the office. This role is rostered between 10:30am-7:00pm.

Qualifications

Some of the main duties:

Our customers come first, and we want them to feel supported. Our charging wizard is comfortable answering enquiries in volume and is always happy to go that extra mile to help customers. Here’s what they do:  

Acts as the first port of call for customers.

• Handles inbound customer communication by phone, email or live chat prompt and listens actively to customer questions, concerns and issues.
• Documents customer interactions, technical issues, and resolutions so we have a record of everything.
• Works closely with teams across the business to address customer concerns and provide effective solutions.

Is a technical wizard (don’t worry, we’ll help you with this bit!)

• Knows our products and services inside out to provide accurate and up-to-date information to customers.
• Provides accurate wizardry (advice and support) by following our procedures to diagnose and resolving technical support issues.
• Takes ownership of customer queries and aims to resolve them immediately or coordinates with customers to determine suitable visit times and availability. Where required, escalates issues.

Always looks for ways to make things better.

• Shares customer feedback and insights with the business to drive product improvement and enhancements.
• Identifies recurring issues or patterns and proactively suggests improvements.
• Actively participates in team meetings, training and knowledge-sharing to enhance their own and their teams performance.

What are we looking for in our candidates?

Customer service is your jam

• You love a good chin wag with customers and listen closely to what they are sharing to make sure you get to the heart of the issue.
• People say you’re a great communicator (written and verbal). You can break down complex topics into something anyone could understand.
• If things go wrong, and customers aren’t happy, you remain calm and work with them to turn things around.

You’re a technical Sherlock Holmes

• You love technology and understanding what makes things tick. You have worked in a technical field before or are very keen to learn. Ultimately, you love a good problem to sink your teeth into and investigate.
• You’re super resourceful and go out of your way to find solutions independently, but you know when to ask for support.

You love a fast-paced environment and being part of a great team

• You love being part of a team and working with multiple people to get to an outcome.
• You’re comfortable receiving constructive feedback, willing to listen and would love to grow.
• You’re a quick learner and enjoy understanding new technologies and adapting to new processes as they emerge.

You want to be part of changing the world

• Like us, you have a genuine interest in clean energy and sustainability. You care about creating a greener and better future.

Additional Information

Our Commitments to You

We want to be an employer of choice within our industry, and as part of our commitment to you we provide an extensive Employee Value Proposition program, including flexibility of working environments, tailor-made career development and EV charging benefits.

Next Steps

JET Charge is a great place to learn and leapfrog in your career.  You will be working with an incredible team with a diverse range of skills and a depth of experience within the Electrical and the EV Industry.

To apply for this role you we need you to be an Australia citizen or a holder of an Australian Permanent Residence Visa. The role is full time, and we are happy to have a conversation about flexible arrangements. The role is based in our Port Melbourne office with a hybrid working arrangement.

JET Charge does not accept unsolicited CVs from Recruitment Agencies