**Job Title:** Remote Customer Support Representative
**Company:** FirstEnergy
**Location:** Perth, Western Australia, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
**Job Description:**
FirstEnergy is seeking dedicated and confident Remote Customer Support Representatives to join our team. As part of a dynamic and innovative atmosphere, you will play a crucial role in delivering exceptional customer service, assisting with inquiries, and ensuring customer satisfaction. We invite candidates who are adaptable, analytical, and eager to contribute to our mission of providing excellent service while fostering an entrepreneurial spirit.
**Key Responsibilities:**
- **Customer Interaction:** Serve as the first point of contact for customers seeking assistance with inquiries about services, billing, and general account information. Respond promptly and professionally to customer queries via phone, email, and chat.
- **Issue Resolution:** Analyze and resolve customer issues efficiently and effectively, escalating to higher-level staff when necessary. Follow up with customers to ensure resolution satisfaction and provide updates on their inquiries.
- **Documentation:** Maintain accurate and detailed records of customer interactions and transactions in our Customer Relationship Management (CRM) system. Documenting feedback and suggestions for system improvements.
- **Product Knowledge:** Understand and communicate products and services offered by FirstEnergy, including energy efficiency programs and billing options, to educate and assist customers effectively.
- **Collaboration:** Work collaboratively with team members and other departments to address customer needs, share insights, and promote cross-functional relationships aimed at enhancing customer interaction.
- **Performance Metrics:** Meet or exceed established performance goals and metrics, including response times, resolution rates, customer satisfaction scores, and quality assurance evaluations.
- **Training and Development:** Participate in ongoing training programs to stay updated on product offerings, company policies, and customer service best practices. Provide constructive feedback to the training team based on customer interactions.
- **Process Improvement:** Identify opportunities for process improvements and suggest solutions to enhance the customer service experience.
**Requirements:**
- **Experience:** Minimum of 2 years of experience in customer support or a related role, preferably in the utilities industry.
- **Education:** High school diploma or equivalent required; a degree in communications, business, or a related field is an advantage.
- **Tech Skills:** Proficient with CRM software, Microsoft Office Suite, and the ability to learn new systems quickly.
- **Personality Traits:**
- Dedicated and committed to delivering quality support.
- Confident in communication and decision-making.
- **Soft Skills:**
- Exceptional analytical skills to disassemble issues and identify solutions effectively.
- Adaptable in a fast-paced environment, capable of adjusting quickly to new information, changing conditions, or unexpected obstacles.
- **Communication Skills:** Excellent verbal and written communication skills to effectively communicate with customers and team members.
**Benefits:**
- Paid overtime beyond regular hours worked
- Life insurance coverage
- Parental leave policies to support work-life balance
**Working Environment:**
At FirstEnergy, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We believe in fostering innovation, continuous improvement, and teamwork while empowering our employees to make decisions that benefit both the customer and the company.
**Application Deadline:**
Please apply by October 13, 2024, to be considered for this role.
**Equal Opportunity Statement:**
FirstEnergy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply and share in our mission of delivering exceptional service to our customers.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
