We are Smart Energy. Starting with just two blokes in a warehouse in Byron Bay, we have grown to have 18 Global Sales offices, including America and the vibrant UK, all within just seven years. We take great pride in our range of products, from solar panels to batteries to carbon-neutral energy, EV Chargers and virtual power plants, which have put us at the forefront of the industry.
The Customer Support Agent interacts with multiple stakeholders including our in-house tech team, operations team, third-party installers, customers and finance companies on a daily basis to try and relieve bottlenecks and resolve issues encountered throughout the installation process. You will be investigating complaints, collecting payments, evaluating system performance, and solving customer queries.
Responsibilities:You will become the lead on most escalations, and familiarise yourself with every aspect of these cases like a detective.You will 'own the outcome' by working with the customer and stakeholders to deliver a win-win solution.You will maintain and build relationships with our technicians.You will engage with our customers to let them know updates and outcomes regarding their cases.With training, you will become a subject matter expert on determining that a system has been performing properly and giving customers confidence in their savings.You'll be helping to lead and develop the junior members in our Customer Success team.To be successful in this role you will need:The ability to manage multiple stakeholdersTo be task oriented, you are motivated by and driven towards a completionTo be an excellent communicatorTo have strong interpersonal skillsTo have high level of attention to detailTo be able to deal with high pressure situations in your stride and de-escalateTo be a proficient multi-tasker, adept at prioritising what matters mostTo have some Customer Service experience is preferredTo have experience working within a call centre environment is preferredA background in Insurance Claims might be beneficialExperience using Google Sheets or Excel preferableMake the SMART Move and APPLY NOW
#J-18808-Ljbffr