Customer Solutions Coordinator

Who are we?

The future of energy is digitised, decarbonised, and localised. At SmartestEnergy Australia, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems. Formed in 2020, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation and SmartestEnergy Limited UK, we also have strong investment and infrastructure behind us.

We have our corporate office in Sydney CBD and another office in Melbourne. Further expansion is planned for 2025 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

Flexibility is vital to success in our business and many of our staff work flexibly in many ways, including part-time, remotely or a mix of remote/office. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. When you join our Team, you will have the opportunity to contribute and make an impact every single day.

This role is based in our Sydney office with Hybrid working arrangement.

Role Purpose

The Customer Solutions Coordinator is responsible for providing exceptional service to customers, addressing their enquiries and concerns, and ensuring positive customer experiences. They act as the frontline support for customers, helping them navigate their electricity services and resolving any issues that arise. The role sits within the Commercial Department, under the Retail Operations function, and reports to the Customer Service Team Lead. Working closely with the Key Account Manager, the Commercial Operations team and the Market Operations team to deliver outcomes effectively and efficiently, the Customer Solutions Coordinator is the primary owner of the standard customer relationship with SmartestEnergy. A wide-ranging knowledge of relevant customer requirements, SmartestEnergy processes, and expectations of interaction standards supports the Customer Solutions Coordinator to provide the best possible customer experience. Support from the Key Account Manager and other internal stakeholders is provided to ensure that complex issues can be managed effectively.

Key Responsibilities:

Customer On-boarding:

• Facilitate smooth and efficient customer on-boarding processes.
• Ensure all necessary documentation and information are accurately collected, processed and stored.

General Enquiry Handling:

• Address customer enquiries promptly and professionally.
• Provide accurate information and resolve issues effectively.
• Provide customers with clearly communicated activity updates and ‘closing the loop’ information.

Effective Communication

• Be the central point of contact both internally and externally for standard customer interactions.
• Manage the customer phone line and email inbox
• Maintain effective internal communication with relevant stakeholders, including keeping accurate records, logging complete case notes, and generation of reports as required.

Issue Escalation:

• Identify and escalate complex issues to internal Subject Matter Experts (SMEs).
• Follow up to ensure timely resolution and communicate updates to customers.

Arrears Management and Collection Calls:

• Monitor customer accounts for arrears.
• Conduct collection calls with empathy and professionalism to recover outstanding payments.

Compliance and Reporting:

• Ensure all activities comply with industry regulations and company policies.
• Complete all required Compliance and knowledge training.

Experience:

Customer Service Experience:

• Experience in a customer service role, preferably within the electricity retail or utility industry
• Proven track record of handling high volumes of customer enquiries, deescalating emotionally charged situations, and providing solutions.

Industry Knowledge:

• Familiarity with the electricity retail industry, including understanding of regulatory requirements and compliance standards is highly regarded.
• Ability to think critically and make informed decisions.

Customer Focus:

• Demonstrated commitment to providing exceptional customer service.
• Ability to understand and address customer needs and concerns.

Technical Proficiency:

• Proficiency in using customer relationship management (CRM) systems and other relevant software. Experience with Salesforce CRM and Tally CIS is highly regarded but not required.
• Ability to quickly learn and adapt to new technologies.

Knowledge:

• Excellent verbal and written communication skills.
• Ability to convey information clearly and effectively to customers and team members.
• Strong analytical skills to identify issues and develop effective solutions.
• Ability to think critically and make informed decisions.
• Strong organisational skills to manage multiple tasks and priorities.
• Ability to maintain accurate records and documentation.
• Ability to work effectively within a small team.
• Strong interpersonal skills to collaborate with colleagues and SMEs.

What we offer:

• A genuine commitment to smarter working – we recognise your work/life balance matters
• Competitive base salary & yearly bonuses
• Leave Benefits - Paid Parental, Service, Wellbeing & Birthday leave
• Employee Assistance Program - SONDER
• Employee Health and Wellbeing Platform - WHEREFIT
• Personal development and coaching opportunities.
• EV Salary Packaging Benefit

Diversity:

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of background, disability, religion, gender identity, sexuality, or ethnicity.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills, and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

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