Customer Care Account Manager

# One Group | One Power

ELPEDISON is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. We operate with enthusiasm in what we do and we pride ourselves of offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, to incite our new digital transformation program. If you are skilled in data management, data science, advanced analytics, technology project management, or related fields, this can be a big opportunity for YOUR career.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia) and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

We are currently looking for a Customer Care Account Manager to ensure the efficient and productive utilization of human capital targeting to provide high quality customer service to the total active base (EL & NG). The role will monitor the performance of both the internal call center, the external back office & ordering teams and will ensure the provision of excellent customer experience. You will also monitor the operational flow and through process optimization and capacity utilization, targets to achieve company’s and teams’ KPIs.

What will you do:

• Be responsible for effective and timely handling for the day-to-day supervision of the Internal Customer Care, External Customer Service Teams, to ensure the smooth operation and the achievements of the predefined targets and KPIs of online (incoming calls), offline activities (email) and outbound communications.
• Be responsible for the efficient operational flow of the representation procedure, monitors the monthly KPIs and proceeds to required actions in order to achieve company's targets.
• Communicate with all sales partners to support them and ensure that representation process runs smoothly.
• Provide feedback concerning customer response/concerns/questions to the CX Team and raises any issues that may affect churn.
• Identify training needs and conduct trainings & retraining, so as to ensure that the quality of the provided customer service & efficiency is at the required levels and organizes the training sessions for all new employees.
• Participate in the working team for company projects related to system enhancements & customer experience.
• Monitor and evaluate agent performance by providing learning or coaching opportunities, ensuring agents understand and comply with all objectives, performance standards, and policies, while provides guidance & feedback and answers questions regarding best practices or difficult cases.
• Prepare daily, weekly and monthly performance reports for review.
• Contact with complaining customers via phone, when required and keeps records of customer interactions, assuming responsibility to resolve customer issues in an accurate and timely manner.
• Cascade knowledge and information to teams related to new products or new policies / procedures and ensures their correct and efficient application
• Act as a liaison between the Company and the Vendor by providing support and guidelines, ensuring that the Vendors performance meets the predefined standards of Elpedison.

What you need to be successful:

• A BSc in Business Administration, Economics, Marketing or relevant discipline
• 2-4 years of relevant working experience, preferably in a similar position in the utilities sector
• A good understanding of the energy industry, trends and products
• Working commercial experience in a regulated environment
• Excellent knowledge of the MS Office suite
• Excellent process-orientation and discipline
• Communication and interpersonal skills

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Hybrid Working
• One extra day of paid time off
• Reimbursement for your athletic activities 🥈
• Unlimited fruits and snacks at the office 🥜

Elpedison S.A. will keep your personal information for a period of 3 years from the submission date, after which we will delete your personal data. Elpedison S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collecti