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Customer Service Representative

2 months ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time

About the Role

Job Summary

We are seeking a skilled Customer Service Representative to join our team at Ecotricity. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our customers, providing timely and effective solutions to their queries and concerns.

Key Responsibilities

  • Provide first contact resolution for customer queries, taking ownership of customer issues and resolving them in a timely and professional manner.
  • Act as the primary point of contact for customers, responding to their inquiries and concerns via multiple channels, including phone, email, and live chat.
  • Manage and adhere to service level and resolution targets, ensuring that customer issues are resolved efficiently and effectively.
  • Process and manage customer accounts, ensuring accuracy and completeness of customer information.
  • Take ownership of customer complaints, prioritizing and resolving them to the customer's satisfaction and within agreed timeframes.
  • Drive down unbilled accounts, ensuring that customer accounts are accurate and up-to-date.
  • Process and manage home moves, ensuring accurate final bills and credits are issued.
  • Educate and coach customers on best practices for energy usage, promoting sustainable energy habits.
  • Perform other ad-hoc duties as requested by leadership and management.

Requirements

  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Proven experience in customer-facing roles, with a strong track record of delivering exceptional customer service.
  • Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
  • Strong problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Ability to work flexibly, including evenings, weekends, and bank holidays.

What We Offer

  • A competitive salary and benefits package, including a generous pension contribution and life assurance.
  • Opportunities for career development and progression, with a focus on employee growth and development.
  • A dynamic and supportive work environment, with a strong focus on teamwork and collaboration.
  • Access to a range of employee benefits, including a cycle-to-work scheme, car pooling, and on-site parking.
  • A comprehensive training program, with ongoing support and development opportunities.