As a Customer Support Specialist, you will work as part of the Customer Support team supporting our Micro, Small and Core Customer segments. They will be responsible for interacting with customers via various channels such as phone, email & chat to address queries, resolve issues and provide any information requested.
The Customer Support Specialist will liaise with suppliers to support the resolution of any queries within agreed SLAs, escalating to the Senior Customer Support Specialist or Customer Support Manager when required. They will work closely with the Bill Validation team, Customer Success team and Procurement team to ensure we delight our customers. Although this role is primarily remote, occasional attendance at your local Zenergi office may be required for team meetings, training sessions, or other collaborative activities.
Service Excellence
- Answer all incoming customer support calls.
- Interact with customers via various channels (phone, email, chat) to address queries, resolve issues (including complaints), and provide information.
- Liaise with suppliers to achieve query resolution within SLA.
- Work closely with other teams and departments particularly bill validation, customer success and procurement.
- Escalate complex issues for core customers to the appropriate teams where necessary.
Skills
- Excellent organisational skills.
- Excellent communication skills, both verbal and written.
- Ability to work to deadlines while delivering quality results.
- Ability to manage and prioritise workload.
- Proficient in the use of Microsoft Office 365 including Excel, Outlook and Word.
- Strong level of self-discipline.
- A keen eye for detail and accuracy, ensuring the quality of outputs is fit for purpose.
- Comfortable working as part of a team or independently.
- Ability to work within specified service levels.
Knowledge
Essential
- Knowledge of business administration.
- Understanding of basic customer service principles.
- Knowledge of communication etiquette in a business context.
Desirable
- Understanding of the relationship between customer and suppliers in the utilities industry.
Experience
Essential
- Previous experience of working in an office environment.
- Previous experience of preparing and sharing data for reporting purposes directly with relevant stakeholders.
- Experience of objection handling and negotiation with customers, suppliers and other stakeholders.
- Experience working as part of a team or independently.
- Experience in the use of customer relationship, case management software and systems.
Desirable
- Previous experience in the energy / utilities industry.
Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers. We use Perkbox to enable employees to get discounts at major retailers. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.
