Customer Engagement Officer

About ZEN Energy

ZEN stands for Zero Emissions Now. That is our call to action and arms for all those passionate about taking action to stop climate change and being part of Australia's single greatest economy-wide change – the energy transformation.

ZEN is accelerating Australia's path to becoming a renewable

energy Superpower and is Australia's first energy company to have

a near-term science-based emissions reduction target in line with limiting global warming by 1.5°C.

About the Role

Reporting to ZEN's Customer Relations Manager, you will be the first point of contact for ZEN Energy's Retail Electricity Customers' day-to-day enquiries. Working right at the forefront of our business, the Customer Engagement Officer is responsible for providing a fantastic customer experience to our valued clients with a friendly, process driven, and solution focused attitude.

What we will ask of you

CUSTOMER EXPERIENCE & CULTURE

• Professional handling of all phone, email & portal enquiries

• Identify and explore our customer needs through engaging with the regularly and forming strong relationships

• Make professional recommendations to all clients that are solution/data based

• Respond to all customer enquiries within a reasonable timeframe

• Actively engage on improving our team's level of communication, productivity, and service

• Provide weekly updates on opportunities to improve the customer experience via customer satisfaction feedback

CUSTOMER SERVICE EXCELLENCE

• Mange payment enquiries, including allocation, reconciliation, and reporting

• Follow-up with customers, as required, on payments

• Manage roll-In/ Out Requests

• Billing Enquiries and updating of customer account details

• Deliver updates and reports to customers

• Understand general contract terms for respective customers

• Accurately capture and record of customer data in ZEN systems

IMPROVING OUR CUSTOMER SERVICE

• Identify improvement opportunities that will deliver a tangible, positive customer impact, and improve ZEN's operational efficiencies through streamlining processes

• Help to create a culture that focuses on positive customer outcomes and performance in everything we do

STAKEHOLDER RELATIONSHIPS

• Maintain peer and existing stakeholder relationships

• Demonstrate good communication, cooperation and coordination and active participation with the wider customer relations team and broader ZEN business, including finance, operations, billing and settlements departments.

As part of the ZEN team, you will be curious, have a bold imagination, strive to be your best in everything you do and be ready to laugh and have fun at work.

Education and Qualifications

• Recently completed an undergraduate degree in a related discipline

Skills and Experience

• Ability to engage effectively with relevant internal and external stakeholders

• Passion and initiative, an eye-for-detail, and be outcome driven

• Strong attention to detail and very organised

• Excellent oral and written communication skills and the ability to engage relevant internal and external stakeholders

• Experience negotiating appropriate resolutions to escalated customer enquiries

• Office admin experience or demonstratable skill set

• Working knowledge, understanding and experience with the Microsoft Office suite of products, particularly Microsoft Excel

• Ability to calculate solutions based on customer needs

We would love

• A genuine passion to be part of renewable energy industry

Interpersonal Capabilities

• You will effectively engage with stakeholders across the business and externally.

• We would love you to be able to clearly explain and deliver information, even if it is complex.

• A strong attention to detail, self-organisation, and the ability to meet deadlines is important.

• You will be passionate about learning the issues relating to the energy industry, particularly in renewables.

• You align with the ZEN values, which reflect how you like to work.

OUR PURPOSE IS TO LEAD COMMUNITIES INTO THE ZERO CARBON WORLD.

We seek to hire unique individuals who are as committed to our purpose as we are and want to work with a team whose key values match ours.

And, for the record – our people decide our values – not an external consultant

The change that we want to make starts with our people. We abide by a set of robust and straightforward values:

Bring ideas, curiosity and an open mind to everything.

We deliver on our commitments and strive to lead in all we do.

We laugh and bring joy to each other.

WHY ZEN?

• Weekly coffee catch ups

• Weekly lunch time yoga sessions

• Quarterly social events

• Wellbeing days and other initiatives such as paid flu shots, skin checks, health checks

• Flexible working arrangements