Customer Support Specialist

We are looking for an experienced **Customer Support Specialist** to join our team. Reporting to Head of Customer Operations, you will be the key point of contact for customers seeking assistance or after-sales support. This position is perfect for an ambitious professional who enjoys a fast-paced working environment whilst having a keen eye for detail, is able to resolve issues in a timely manner and is able to work both autonomously, and within a team to provide both internal and external customers with excellent customer service and support.

Full-time - Melbourne
- "It's surely our responsibility to do everything within our power to create a planet that provides a home not just for us, but for all life on Earth."- David Attenborough**About Flo**:
Hi, we’re Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy.

We do that by making clean energy as cheap as conventional energy, investing in smart technology to reduce our operating costs and passing the savings to our members. And yes, it's not impossible.

We are pushing boundaries and breaking conventions of the traditional electricity retailer. To do so, we are looking for like-minded people who share our passion for technology and sustainability. You might be the one we are looking for

**What you will be doing**:
As the Customer Support Specialist you will:
- Manage the end-to-end customer support function, including but not limited to answering inbound and outbound customer service calls with excellence, taking, & disseminating messages effectively and efficiently ensuring a superior service experience for customers, overseeing and managing call/ omni channel queues.
- Engage with customers with interest and empathy, communicating effectively to identify their needs and resolving any concerns seamlessly.
- De-escalate customer complaints, working towards appropriate resolutions to customer requirements, in adherence with Flo’s standards.
- Identify and analyse customer feedback trends and issues and support with Daily, weekly & month end reporting.
- Champion the adoption of agile principles within the team for continuous customer experience improvement.
- Have the ability to work in (and with) a fast paced environment and flexible to work with fluctuating operational demands-
- Strong conversational skills, a keen eye for detail and a talent for active listening, empathy, respect and humour.
- Excellent communication (written & verbal), high accurate data entry skills and ability to perform under pressure.
- Demonstrated experience in customer service or contact centre.
- Be highly motivated with a keen eye for detail and able to follow up and finalise
tasks.
- Strong knowledge of energy industry.
- Excellent problem-solving and decision-making abilities.
- Demonstrated ability to both work as a team player and independently with a number of diverse stakeholders
- **Extra points if you**:
- Are tech-savvy, with an interest in leveraging technology to enhance operational efficiency and sustainability.
- Salesforce knowledge is highly regarded**Culture and benefits**:
- An exciting start up position where you can make an impact.
- Get involved in product development and regional expansion from the ground up to chart the future of Flo.
- A lot of freedom and an essential role in the Customer Operations Team
- Work in an open-minded and dynamic environment
- Five weeks annual leave and great work-life balance**Equal Opportunity Employer Statement**:
We are committed to building diverse teams and creating an inclusive workplace that enables all our employees to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation. We are dedicated to creating a work environment where everyone is treated with respect and dignity, and where all employees have the opportunity to reach their full potential. We believe each individual's uniqueness is invaluable and helps make our company better.

**Join a fast-growing electricity retailer that's making renewable energy accessible for all**:
We are looking for growth minded people who share our values and beliefs. We would love to hear from you, even if you feel unsure about meeting every requirement listed above.
- Join us as our new Customer Support Specialist