Senior Customer Support Specialist

Department: Customer Support

Employment Type: Full Time

Location: Hybrid

Reporting To: Team Leader

Description

The Senior Customer Support Specialist is responsible for the day-to-day management of the relationship between Zenergi and our Strategic customer segment. The Senior Customer Support Specialist will maintain customer relationships by attending in-person meetings and communicating via phone, email and chat.

The Senior Customer Support Specialist will work closely with the Customer Support Specialists and Customer Success Manager as well as other departments such as Bill Validation, Customer Success and Procurement. They will also liaise directly with suppliers to achieve query resolution within agreed SLAs, escalating to the Customer Support Manager when required.

As the dedicated point of contact for our Strategic customer segment, the Senior Support Customer Specialist will collect and relay customer feedback to relevant departments for product and service enhancements. 

Primary duties

Service Excellence

• Answer all incoming customer support calls.
• Interact with customers via various channels (phone, email, chat) to address queries, resolve issues, and provide information.
•  Liaise with suppliers to achieve query resolution within SLA.
•  Work closely with other teams and departments particularly bill validation, customer success and procurement.
•  Attend regular meetings with customers to ensure high levels of service are maintained. These meetings may be alongside the customer success manager.
•  Act as a dedicated point of contact for strategic customers.
•  Collect and relay customer feedback to relevant departments for product or service enhancements.

Skills, Knowledge & Experience

Skills

Essential 

• Excellent organisational skills.
• Excellent communication skills, both verbal and written.
• Ability to work to deadlines while delivering quality results.
• Ability to manage and prioritise workload.
• Proficient in the use of Microsoft Office 365 including Excel, Outlook and Word.
• Strong level of self-discipline.
• A keen eye for detail and accuracy, ensuring the quality of outputs is fit for purpose.
• Comfortable working as part of a team or independently.
• Ability to work within specified service levels.
• Ability to mentor, train and support the development of Customer Support Specialists.

Knowledge Essential

• Understanding of basic customer service principles.
• Knowledge of communication etiquette in a business context. 
• Understanding of the relationship between customer and suppliers in the utilities industry.

Desirable

• Understanding of the challenges customers face in procuring utilities (energy, water, and environmental) products and services 

ExperienceEssential

• Previous experience of working in an office environment.
• Previous experience in the energy industry.
• Previous experience of preparing and sharing data for reporting purposes directly with relevant stakeholders.
• Experience of objection handling and negotiation with customers, suppliers and other stakeholders.
• Experience working as part of a team or independently.
• Experience in the use of customer relationship, case management software and systems.

Perks of the job...

Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers to our annual ‘benefits pot’ that lets our team tailor their extra benefits. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.