Customer Support Specialist - SME

Posted 02 July 2024
Salary$70000 - $80000 per annum
Job type Full time
DisciplineCustomer Service

Job description

Customer Support Specialist SME

Are you passionate about delivering top-notch customer service and eager to be part of a dynamic start-up environment? Our client a brand new Energy Retailer that focuses on clean renewable energy and is new to Australia has an opportunity for a  Customer Support Specialist SME to make a significant impact from day one!

As the Customer Support Specialist, you will:
  • Manage the end-to-end customer support function, including answering inbound and outbound customer service calls with excellence.
  • Take and disseminate messages effectively and efficiently, ensuring a superior service experience for customers.
  • Oversee and manage call/omni-channel queues.
  • Act as the support subject matter expert, collaborating with internal teams and applying knowledge of the organisations products and services to confidently solve problems and create value for our customers through personalised solutions.
  • Engage with customers with interest and empathy, communicating effectively to identify their needs and resolve any concerns seamlessly.
  • De-escalate customer complaints, working towards appropriate resolutions to customer requirements, in adherence with industry standards.
  • Identify and analyse customer feedback trends and issues, supporting with daily, weekly, and month-end reporting.
  • Champion the adoption of agile principles within the team for continuous customer experience improvement.
  • Adapt to a fast-paced environment and work flexibly with fluctuating operational demands.
To be successful in this role you will:

  • Have strong knowledge of the energy industry minimum of 3 years
  • Have strong conversational skills, a keen eye for detail, and a talent for active listening, empathy and respect
  • Possess excellent communication skills (both written and verbal), high accurate data entry skills, and the ability to perform under pressure.
  • Have demonstrated experience in customer service or a contact centre.
  • Are highly motivated with a keen eye for detail and able to follow up and finalise tasks.
  • Exhibit excellent problem-solving and decision-making abilities.
  • Demonstrate the ability to work both as a team player and independently with a number of diverse stakeholders.
Extra points if you:
  • Are tech-savvy, with an interest in leveraging technology to enhance operational efficiency and sustainability.
  • Have knowledge of Salesforce.
Culture and Benefits:
  • An exciting start-up position where you can make a direct impact.
  • Get involved in product development and regional expansion from the ground up to chart the future of this exciting organisation
  • Enjoy a lot of freedom and an essential role in the Customer Operations Team.
  • Work in an open-minded and dynamic environment.
  • Benefit from five weeks of annual leave.
If you want to become a vital part of our journey to redefine customer experience in the energy industry apply below now or contact our Mulgrave team to discuss your application further 03 85457500.

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DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
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