Customer Solutions Advocate

1 day ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $70,000 - $90,000
Job Opportunity Overview

The Customer Solutions Coordinator role is a key position within our Commercial Department, responsible for delivering exceptional customer service and ensuring positive customer experiences.

This role sits within the Retail Operations function and reports to the Customer Service Team Lead. The Customer Solutions Coordinator will work closely with internal stakeholders to provide a seamless experience for customers.

A wide-ranging knowledge of customer requirements, processes, and expectations supports the Customer Solutions Coordinator in providing the best possible customer experience.

Key Responsibilities:
  • Customer Onboarding: Ensure smooth and efficient on-boarding processes by collecting and processing necessary documentation and information.
  • General Enquiry Handling: Address customer enquiries promptly and professionally, providing accurate information and resolving issues effectively.
  • Effective Communication: Manage the customer phone line and email inbox, maintaining effective internal communication with relevant stakeholders.
  • Issue Escalation: Identify and escalate complex issues to Subject Matter Experts (SMEs), following up to ensure timely resolution and communicating updates to customers.
  • Arrears Management and Collection Calls: Monitor customer accounts for arrears, conducting collection calls with empathy and professionalism to recover outstanding payments.
  • Compliance and Reporting: Ensure all activities comply with industry regulations and company policies, completing required Compliance and knowledge training.

The ideal candidate will have 1-3 years of experience in a customer service role, preferably within the electricity retail or utility industry.

They should have a proven track record of handling high volumes of customer enquiries, deescalating emotionally charged situations, and providing solutions.

Familiarity with the electricity retail industry, including understanding of regulatory requirements and compliance standards, is highly regarded.

The ability to think critically and make informed decisions is essential, as is demonstrated commitment to providing exceptional customer service and ability to understand and address customer needs and concerns.

Proficiency in using customer relationship management (CRM) systems and other relevant software is expected.

Industry Knowledge: A general understanding of the legal, regulatory and compliance requirements of the retail energy business.

Knowledge of Australian energy industry B2B, network and metering markets etc.

A deep understanding of market dynamics, customer needs, and competitor strategies as applied to retailing energy to the C&I market.

Required Skills and Qualifications:
  • Excellent written and verbal communication skills.
  • Strong problem-solving skills and ability to think critically.
  • Ability to work effectively in a team environment.
  • Highly organized and detail-oriented.
  • Experience with CRM systems and other relevant software.
What We Offer:

A genuine commitment to smarter working – we recognise your work/life balance matters.

Competitive base salary & yearly bonuses.

Leave Benefits - Paid Parental, Service, Wellbeing & Birthday leave.

Employee Assistance Program - SONDER.

Employee Health and Wellbeing Platform - WHEREFIT.

Personal development and coaching opportunities.

Diversity: We value everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

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