NOC Operations Specialist

vor 2 Wochen

Essen, Nordrhein-Westfalen, Deutschland E Drive GmbH Vollzeit

Job Title: Customer Experience Lead - NOC Operations

About the Role:

We are seeking a highly skilled and motivated Customer Experience Lead to join our Network Operations Centre (NOC) team at E Drive GmbH. As a key member of our team, you will play a critical role in ensuring a positive customer experience when charging in our high-performance charging network.

Main Responsibilities:

  • Steer the first level customer service for our NOC, ensuring a smooth and efficient customer experience.
  • Manage performance with our external and internal service centre service providers, tracking key performance indicators (KPIs) and initiating measures to address any deviations.
  • Define end-to-end (E2E) processes within our NOC, ensuring seamless collaboration between the 1st, 2nd, and 3rd level service organisation.
  • Contribute to the improvement of our service quality and operational excellence.

Requirements:

  • Work experience within the eMobility industry or customer services industry.
  • Several years of experience in the area of process improvements and steering of customer service organisations.
  • Excellent communication and negotiation skills in English, with additional languages a plus.

What We Offer:

  • Flexibility: hybrid work model, flexible working times, sabbatical, or additional vacation opportunities for a great work-life balance.
  • Flat hierarchies: interdisciplinary and cooperative working style, providing room for your own ideas.
  • Modern work environment: workplace according to digital and ergonomic standards.
  • Family service support: services in the areas of childcare, holiday care, nursing support, or everyday assistance.
  • Nutrition & Health: wide selection of fresh meals and drinks in our subsidised bistro and canteen, as well as various health offers (e.g. physiotherapy, flu vaccinations, mental health).
  • Corporate Benefits: employee share programme, pension scheme, employee discounts, special insurances, and much more.
  • A central location: very good public transport connection, free parking, and charging points for e-vehicles.
  • Individual mobility: private car and bicycle leasing.

We Are an Equal Opportunities Employer:

We strive to create equal opportunities for everyone. To achieve this, we offer our positions in full or part-time. We welcome applications from individuals with disabilities and are committed to providing a fair recruitment process.

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