Energy Specialist | DAYSHIFT Onsite

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 operational processesIdentifying process improvements for the wider customer operations team as well as primary software platformsContributing to the development and growth of the customer operations team members

Responsibilities:

Answering customer phone calls, emails, and webchat messagesMaintaining exceptional customer service standards through every interactionUpholding 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 initiativesConducting 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 onsite in our Makati based office.Excellent time management skills to meet deadlines and workflow under pressureHigh level of attention to detail and strong interpersonal skillsHighly developed initiative and creativityProactive, motivated, and flexibleWilling to be accountable and take responsibility for outcomesStrong written and verbal communication skills

What’s in store for you?

Be part of a pioneer team.Work on a DAYSHIFT schedule.Work ONSITE in one of our offices in Makati City