Service Excellence Specialist

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Amsterdam, Netherlands

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30+ days ago

About EVBox

We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions.

You'll be contributing to the way our innovative charging solutions are designed, built, and maintained. At every stage, our solutions need to be in peak condition to make electric mobility easy and affordable for businesses and drivers around the world.

A bit about the team and role:

We're looking for a Service Excellence Specialist, who will work on identifying, standardizing, documenting & improving business procedures. This is an opportunity to drive internal business initiatives forward and lead continuous improvement projects which are aimed at bringing clarity, structure, accountability, and control to fragmented processes that span across customer and partner Support as well as Finance, Operations and Product Development departments.

While most of the role will be focused on process improvements, you might also assist in other improvement projects.

Main responsibilities:

  • Lead and facilitate (continuous) improvement projects with key stakeholders, both internally and with external partners.
  • Support the development of the format to be used to document procedures and create templates for repeated use.
  • Organize collected information into well-structured documentation that clearly defines steps, processes, dependencies, and ownership.
  • Identify gaps, inconsistencies, and opportunities for procedural improvement.
  • Assist in finalizing procedures by taking part in review and sign-off meetings.
  • Create documentation packages for ISO9001 certification.
  • Establish the life-cycle process for procedure documentation - e.g., approval, distribution, change control, filing, tagging, etc.
  • Ensure proper training for global and local teams around process, implementation and improvements.
  • Ticket Resolutions

You'll be leaving your mark in this important field for a sustainable future.

What you'll bring to the team

  • At least 5 years of work experience in a Customer Service or Contact Center environment
  • Working knowledge of ISO Business Process standards
  • Experience in ISO9001 certification process
  • Ability to extract & analyze data from CRM Systems and other tools
  • Experience with Problem Solving Techniques / Root Cause Analysis
  • Excellent listening and interviewing skills with the ability to elicit details, and to then organize and articulate what has been captured both verbally and in writing
  • Strong ability to translate findings into an organized set of steps and accountabilities
  • Strong attention to detail and commitment to quality
  • Excellent, verbal, writing and typing skills in English
  • Good knowledge of Microsoft Office products, LucidChart or equivalent

Additional benefits we bring to the table

  • Holiday Swap (2 days)
  • Access to learning platforms and personal development budget
  • Volunteer Day
  • Work from anywhere for 2 weeks
  • Work from home (even post-corona) + budget to set up your home office

Still need convincing? Find out even more about us by visiting and by checking us out on LinkedIn, YouTube, Instagram, Facebook, and Twitter.

What it's like to work at our Amsterdam location

We work together to power our sustainable future. Here's what drives us:

  • Our friendly, entrepreneurial, and collaborative work environment
  • Working to help grow one of the key regions in Europe with your work
  • Bringing new ideas that are always highly appreciated
  • Interacting in an environment with colleagues from all over the world
  • Working in a brand new office in Amsterdam West that meets all your needs (when not working from home)

Due to legal requirements you must have a valid work permit.

EVBox is an Equal Opportunity Employer. We guide ourselves using three values: being passionate, being reliable, and being human. EVBox celebrates diversity and is committed to providing an environment of mutual respect where all employment decisions are based on qualifications, merit, and business need.

Ready to power our sustainable future? Hit apply.

EVBox will retain your personal data collected through the application process for 1 year after the position is filled in case of rejection. You can request your data to be deleted at any time. Please read here how EVBox processes your personal data.