Mattress Sales Specialist
Wayfair
Customer Service Specialist
Amber Electric
full-time
Posted on:
Origin: • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Experience in customer support, call centres, sales or another high-volume communication role
- Competency and willingness to speak directly with customers over the phone
- Effective communication and interpersonal skills
- A solid base of IT competence with experience with Microsoft Office Suite
- You’re a people person
- You’re empathetic
- You’re an excellent communicator
- You’re a problem-solver
- You’re adaptable
