Customer Support Specialist (Renewable Energy)
New
T
TwoconnectRenewable energy
Workable workplace: remote; Workable locations: Philippines, Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)Full-Time
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Microsoft ExcelCustomer serviceTechnical support
Requirements
- Have a bachelor's degree in Business, Communications, Psychology or a related field.
- Have relevant experience in customer service, customer care, technical support or a similar customer-facing role.
- Have experience working in a fast-paced sales, service or contact-centre environment.
- Demonstrate strong written and verbal communication skills across telephone, email, SMS and chat channels.
- Bring strong interpersonal and active listening skills, with the ability to build rapport and understand customer needs.
- Have strong problem-solving skills and a practical approach to resolving customer enquiries and service issues.
- Bring strong organisational and time-management skills, with the ability to prioritise tasks and meet service deadlines.
- Be proficient in Microsoft Word, Excel and Outlook and confident learning customer, billing and monitoring systems.
- Be able to learn technical information quickly.
- Experience with billing enquiries, subscriptions, payments, overdue accounts or financial hardship is highly regarded.
- Experience documenting technical issues, warranty claims, complaints and escalations in a CRM or ticketing system is highly regarded.
- Basic knowledge of solar systems and home batteries is desirable; knowledge of NETCC requirements or experience in a regulated energy or consumer services environment is highly regarded.
Responsibilities
- Respond to enquiries about solar systems, home batteries, installations, subscriptions and consumer energy products.
- Support pre-installation and post-installation activities, including appointment scheduling, documentation and status updates.
- Communicate with customers by telephone, email, SMS and chat, aiming to resolve enquiries at first contact where possible.
- Follow up with customers when further action, information or escalation is required.
- Monitor customer systems through the optimisation software platform, identify potential issues and provide troubleshooting support.
- Assist with billing enquiries, payment plans, financial hardship, virtual power plant participation, software optimisation and subscriptions.
- Create customer accounts on billing platforms and verify subscription terms, pricing and billing cycles.
- Manage overdue accounts, issue reminders and support collections activity in accordance with approved policies.
- Document technical issues and warranty claims, create support tickets, and coordinate with engineering, technical, field service and installation teams.
- Maintain customer records, identify process improvements, and ensure processes comply with NETCC requirements and applicable policies, quality standards and safety procedures.
View Full Description & ApplyYou'll be redirected to the employer's site
