Job Title: Customer Support Agent
We are Smart Energy, a rapidly growing company with 18 Global Sales offices worldwide. In just seven years, we've established ourselves as industry leaders in solar panels, batteries, carbon-neutral energy, EV Chargers, and virtual power plants.
Key Responsibilities:
* Investigate complaints and resolve customer queries in a timely and effective manner.
* Collect payments, evaluate system performance, and work with stakeholders to deliver solutions.
* Lead on most escalations, working closely with customers and stakeholders to achieve win-win outcomes.
* Maintain and build relationships with our technicians, keeping them informed of updates and outcomes.
* Develop subject matter expertise in determining system performance and customer savings, leading junior team members in the Customer Success department.
Requirements:
* Manage multiple stakeholders, prioritizing tasks and driving completion.
* Excellent communication and interpersonal skills, with a high level of attention to detail.
* Ability to work under pressure, de-escalating situations and maintaining composure.
* Proficient multi-tasker, adept at prioritizing tasks and managing competing demands.
* Preferred qualifications include customer service experience, call centre environment, and experience using Google Sheets or Excel.