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About the role
Reports To: Hub Supervisor
Job Overview:
The Battery Swap Agent is responsible for ensuring seamless customer service, efficient battery swap operations, and compliance with station procedures. This role requires a proactive approach to handling escalations, maintaining station standards, and providing timely reports to the Hub Supervisor.
Key Responsibilities:
Customer Service:
- Attend to customers promptly and professionally.
- Assist customers in the battery swap process, ensuring smooth transactions.
- Provide clear information about battery usage, swap policies, and station guidelines.
- Handle customer inquiries, complaints, and feedback efficiently.
Prompt Escalations:
- Identify and report technical issues, faulty batteries, or operational challenges immediately.
- Escalate critical issues to the Hub Supervisor and relevant support teams.
- Ensure swift resolution of customer-related concerns by following escalation protocols.
Station Compliance & Maintenance:
- Ensure the swap station adheres to company policies and safety regulations.
- Maintain cleanliness and organization of the station.
- Perform daily checks on battery storage, swap equipment, and station infrastructure.
- Adhere to all security and operational procedures.
Reporting & Documentation:
- Maintain accurate records of swaps, customer interactions, and incidents.
- Submit daily and weekly reports to the Hub Supervisor.
- Report stock levels of batteries and flag any shortages or excesses.
Proactiveness & Problem Solving:
- Anticipate operational challenges and provide solutions.
- Assist in optimizing battery usage and reducing downtime.
- Support other team members and take initiative in improving swap efficiency.
Qualifications & Skills:
- Minimum of HND , BSC, or equivalent.
- Previous experience in customer service or technical support is an advantage.
- Strong communication and problem-solving skills.
- Ability to work in a fast-paced environment.
- Basic technical knowledge of battery operations is a plus.
Work Conditions:
- Shift-based work, including weekends and holidays.
- Station-based role with possible mobility across different swap locations.
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