Customer Service Representative

Shape Customer Experiences in Sustainable Energy!

Step into a role that values not just your professional growth but also your personal priorities. With a structured day shift and fixed weekends off, enjoy a fulfilling career in customer service within the sustainable energy industry. This is your opportunity to thrive in a supportive, growth-oriented environment where your time and energy are respected.

Job Description

As a Customer Service Representative, you’ll be the first point of contact for energy account inquiries, ensuring a seamless and superior customer experience. Handle calls, emails, and chat inquiries efficiently while adhering to service standards. Support customers with account management, billing, and payments while promoting self-help tools and escalating concerns beyond your scope.

Job Overview

Your Daily Tasks

• Liaise with customers regarding inquiries about their energy accounts.
  
• Provide accurate, timely, and relevant information about products and services.
  
• Resolve customer disputes and issues while delivering superior customer service.
  
• Respond to and resolve customer inquiries via email, phone, or chat promptly and efficiently, adhering to KPIs and department service requirements.
  
• Resolve system-generated tickets and exceptions through phone, transaction processing, or email.
  
• Handle back-office tasks, including managing exceptions related to billing, account management, transfers, service orders, plans, rates, payments, and refunds.
  
• Act as the primary contact for customer service inquiries related to sales, billing, account management, transfers, service orders, plans, rates, payments, and refunds.
  
• Promote and assist customers with self-help websites and web tools.
  
• Refer accounts or concerns to relevant departments for support.
  
• Maximize occupancy by transitioning to different channels as required.
  
• Stay updated on industry changes and adapt process updates during customer interactions.
  
• Maintain accurate and efficient management of customer account records.
  
• Adhere to scheduled start, finish, and break times.
  
• Participate in team and self-development activities as directed by the team leader during feedback sessions and performance reviews.
  
• Answer customer inquiries in compliance with documented processes and policies.
  
• Execute customer requests following established procedures and documentation.
  
• Escalate cases beyond the scope of support as outlined in the provided documentation.
  
• Perform other comparable duties as they arise.
  

Requirements

The Qualifications We Seek

• Education: Tertiary education level required.
  
• Experience: Contact center experience is desirable.
  
• Skills:
  

• Excellent communication, interpersonal, and organizational skills.
  
• Strong problem-solving abilities with attention to detail and a big-picture perspective.
  
• Proficiency in written and verbal communication.
  
• Effective teamwork and collaboration skills.
  
• Intermediate proficiency in MS Office applications.
  

• Preferred Knowledge:
  

• Knowledge and experience in servicing Australia's energy market are advantageous.
  
• Screening will include an assessment of WFH setup (internet connection, etc.) as part of the business continuity plan (BCP).
  

Benefits