Amber Electric

Customer Support

• Educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
• Handling a consistent volume of inbound customer calls professionally and working to resolve customer queries promptly in regards to accounts management, billing, transfers and metering.
• Consistently achieving KPI targets and maintain required quality assurance standards.
• Assisting with battery onboarding and troubleshooting for our SmartShift customers
• Assisting with responding to urgent requests from customers (e.g. no power at their site) and work to get their power connected promptly.
• Providing empathetic support for our vulnerable customers and supporting them with hardship assistance.
• Managing and resolve complaints/ Ombudsman cases promptly and professionally, escalating complex issues when necessary.
• Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
• Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team
• Supporting your teammates and the wider Amber team with questions flagged in internal channels.
• Ensuring all interactions comply with energy regulations, privacy policies, and company standards.

Customer Service Specialist