Customer Support Agent

**Customer Service Agent**

**Inbound Customer Service Expert - Starting salary between £21,000 to £24,000 (depending on hours, skills and experience) plus additional benefits.**

**Location: This role is 3 days per week in our Harrogate office, and 2 days per week working from home (initially it will be full-time in our office for training - c. 8 weeks). This is not a fully remote role - this is a hybrid role**

**Flexible shift pattern between 09:00 - 17:00 Monday - Sunday. There will be a total of 5 days of working with one shift taking place on the weekend. Optional over time is available.**

Chameleon Technology is an award-winning pioneer in smart energy technology and is the largest In-Home-Display business in the UK. Since 2010, we have securely accessed real-time energy data from smart meters to help consumers better understand their energy usage.

Chameleon’s cloud-connected devices create a smarter home management system that allows consumers access to real-time energy data. This data provides accurate results and integrates low carbon technologies in the home that benefit the consumer, grid and environment. We help make homes a greener and smarter place which drives our mission towards achieving Net-Zero.

**About the job**:
Chameleon is looking for a Customer Service Agent to provide support services to customers of Chameleon's ivie platform, as well as other brands within the Chameleon group. The ivie brand offers hardware and data solutions to consumers within the energy retail market.

You will be a quick learner and able to absorb a significant amount of information around ivie and the smart metering system. You will use this information to guide customers through activating and understanding their ivie Bud in-home display and the ivie app as well as other products in the ivie brand. You will ensure that standards and response times are met and that ivie customers have been dealt with informatively, swiftly and sympathetically.

**What You Will Be Working On**

As a Customer Support Agent, your responsibilities will be:

- Reporting on case reasons and escalating complaints where necessary
- Managing ivie Bud returns to the office and processing refunds/replacements
- Helping to formalise processes and training materials for additional support staff, as well as becoming an expert in the ivie brand and its benefits to consumers
- Being an active part of the Customer Support Team
- Developing and managing processes for when bugs arise or feedback is supplied that needs quick resolution
- Supporting customers users of the app) with their queries, escalating technical enquiries/issues to developers

**Skills and experience we're looking for**:
You are an experienced Customer Service Agent with a demonstrable track record in customer service and complaint handling for a customer facing business.

You will be confident in handling dissatisfied customers, and enjoy the challenge of turning a negative experience into a positive one. You will enjoy working as part of a team and have great attention to detail, with the ability to spot gaps in processes and bring ideas to the table.

Experience within the energy retail market would be an advantage but not essential. Experience with SalesForce would be a plus but not essential. Strong written skills are essential, as well as an excellent telephone manner.

**Strictly no agencies, please.**

**Salary**: £21,000.00-£24,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- On-site parking

Schedule:

- Overtime

Work Location: Hybrid remote in Harrogate, HG2 8NA