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Customer Service Representative – Heat Pumps
Octopus EnergyCustomer Service Representative managing installation and service inquiries related to heat pumps. Collaboration with internal teams and external partners for smooth operations.
About the role
Key responsibilities & impact- Central point of contact for end customers for all inquiries related to installation, scheduling and service — via phone, email and CRM.
- Planning and coordination of installation appointments, including flexible rescheduling when changes occur.
- Independently handle customer inquiries and proactively communicate progress updates.
- Support with KfW subsidy processes (e.g., BzA/BnD) and clarification of follow-up questions.
- Coordinate with internal teams and external partners to ensure smooth operations.
- Accurate documentation in the CRM (Salesforce) and service-oriented customer communication.
Requirements
What you’ll need- Proven experience in customer service / customer care or in a highly customer-focused role
- Work in a structured, solution-oriented way with strong prioritization skills
- Professional, friendly and confident when dealing directly with customers and trade partners
- Decisive and accountable for own cases
- Technical understanding or willingness to quickly learn heat pump technology
- Digitally savvy (e.g., with CRM systems like Salesforce) and motivated to contribute to process and customer experience improvements
Benefits
Comp & perks- Stock options in Octopus Energy Group Ltd.
- Monthly subsidy for public transport pass
- Monthly lunch allowance
- Discounted bike leasing
- Company pension plan
- Advisory services and childcare support via HeyNanny
- Monthly childcare subsidy
- Parental pay bonus: We top up your parental allowance for 3 months to help you enjoy your parental leave more comfortably
- Contributions toward fitness offers via Wellpass
- Support for your mental wellbeing through our partner Open Up
- Attractive training and career development opportunities
- Free language courses via Busuu
- Birthday voucher
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecustomer caretechnical understandingheat pump technology
Soft Skills
solution-orientedprioritizationprofessional communicationfriendly demeanordecisiveaccountable