EMAPTA is currently hiring for an Energy Specialist (Calls, Email & Chat) that will join a pioneer team in Makati!
Our client is passionate in providing affordable renewable energy to Australian consumers.
This role is responsible for operations and customer facing work within the customer operations team. This position is focused on delivering exceptional customer service in all circumstances, continual operational process work, and contributing to the development and growth of the customer operations team. You are excited by delighting customers, handling difficult conversations with customers, creative problem solving, and being able to make a complex industry easy to understand. This role ideally requires experience working within customer service or operations teams, in customer facing roles.
Specifically, this position will be accountable for (but not limited to):
Ensuring our customer service happiness indicator is tracking to our company standardSpeaking to customers via telephone, email, and webchat.Undertake operatio
nal processesIdentifying process improvements for the wider customer operations team as well as primary software platformsCo
ntributing to the development and growth of the customer operations team members
Responsibilities:
Answering customer phone calls, emails, and webchat messagesMaintaining exceptio
nal customer service standards through every interactio
nUpholding the company’s tone of voice and values when speaking to customersMaintaining the compliance standards as set by the Australian Energy Market, relevant industry bodies & set by the companyThe creation and sending of customer billsSiteworks and metering operations activitiesCustomer complaintsQuality assessment & auditing of sales activitiesAny other manual or data entry tasks related to any other aspect of a consumer’s energy retail contract, as it pertains to operations or customer serviceKeep up to date with industry changes, including regulatory and compliance changesCreating and running cultural initiativesCo
nducting or being in some way a part of interviews for the customer operations teamCreating and/or leading customer operations trainingAttending and/or leading meetings within the customer operations team & the wider business
Qualifications:
Must have minimum 2yrs customer service experience handling calls, emails and chats.Experience in working for an Australian Energy account is highly preferredExperience in any Australian customer service campaignMust be willing to work o
nsite in our Makati ba
sed office.Excellent time management skills to meet deadlines and workflow under pressureHigh level of attention to detail and strong interperso
nal skillsHighly developed initiative and creativityProactive, motivated, and flexibleWilling to be accountable and take respo
nsibility for outcomesStrong written and verbal communication skills
What’s in store for you?
Be part of a pio
neer team.Work on a DAYSHIFT schedule.Work ONSITE in one of our offices in Makati City