Customer Service Executive - Solar
Company Description
At Frontier, we're not your typical company. We're a dynamic, vibrant, and globally expanding tech recruitment company. Since 2014, we've been on an exciting journey, connecting exceptional talent with exceptional opportunities. With our headquarters in Malta, we've expanded our reach to the UK, Australia, India, Bulgaria, and Germany, and we're not stopping there. This year, we're opening new offices in Portugal and Romania, with a vision to expand even further. Our 2027 Vision is bold - to be the leading Tech Recruiting Company - but we're backed by a committed team, passionate about making a difference for customers and candidates alike.
Job Description
As a Customer Service Executive Lead, you will play a crucial role in ensuring the delivery of after-sales services to customers of a leading company in the Solar Industry. Your main responsibility is to provide outstanding customer service by being the first point of contact for all inquiries and leading a team of Customer Service agents, ensuring they deliver the best customer experience. You will respond to customers' questions and complaints, accelerate ticket resolution, and act as an escalation point when required. This role involves working with key stakeholders in the service organization to define the after-sales strategy and lead the CS agents and specialists providing the guidance and oversight needed to execute the vision and achieve operations targets.
What you will do:
- Lead a team of Customer Service & agents to ensure a world-class customer experience;
- Build an environment of excellence, motivating the team towards the achievement of the common goals, encouraging prompt decision making and ownership;
- Run regular team meetings and one-on-ones to keep the team informed and engaged;
- Own the after-sales process for the product, ensuring execution with quality and the delivery within the SLA;
- Be an escalation point for EU customer support issues, coordinating with the appropriate internal dependencies to bring resolve;
- Be responsible for delivering key metrics within the CS department;
- Conduct performance reviews and regular feedback sessions to drive continuous improvement;
- Work in close collaboration with cross-functional teams to deliver an exceptional customer experience;
- Continuously review processes and identify improvements that will support our scale-up growth;
- Generate new ideas with attention to constantly improving processes to support the Company's growth;
- Set clear team goals and delegate tasks and set deadlines;
- Oversee daily operations and monitor team performance;
- Provide monthly reporting on team performance ensuring the business is fully informed.
Your expertise
- You have at least 2-3 years experience in leading a customer service team;
- You can demonstrate and deliver high standards of customer service;
- You have excellent communication and organization skills and level of English;
- You are hands-on and can lead by example;
- You have strong analytical and problem-solving skills;
- You are competent in using CRM systems and MS Office tools;
- You are comfortable working in a fast-paced environment.
Additional information
Why Frontier?
- Hybrid Working (3 days in the office/2 from home);
- Annual performance bonus;
- Flexible working hours;
- Training & development opportunities to support your career progression;
- Private Health Insurance after 1 year of service;
- EAP (Employee Assistance Program) Service for the employee and immediate family members;
- Great working environment and vibe.