Customer Service Advisor

Job content

Who we are: Based by the sea, overlooking Poole Harbour, (the second largest natural harbour in the world) and up the road from the Jurassic Coast UNESCO World Heritage Site, we’re determined to do whatever we can to help protect our environment.

If you think you are the right match for the following opportunity, apply after reading the complete description.

We have made it our mission to supply energy which makes a difference to the world we live in, now and in the future.

That is why the energy we offer is simple, honest and above all, greener.

We are blending this with smart technology to bring great service at the touch of a button.

At Neon Reef, we want to make it easy for our customers to make the greener choice, so we only supply 100% renewable energy.

We source all our power from the solar, wind and hydro – there are no nasties involved.

We offer one simple low tariff for everyone.

We are looking for diverse, talented team members who want to grow and challenge what is possible with us.

We pride ourselves on our great customer service in an innovative, collaborative environment.

Overview: Neon Reefs’ customer experience team is looking for enthusiastic, thoughtful, and highly motivated individuals who are passionate about creating an innovative customer experience and building strong relationships with our customers.

The position plays a crucial part in the overall online customer experience the company offers.

In this entry-level role, you will be the first point of contact for our customers and engage with them on email, social media, and chat.

Our advisers answer a variety of questions from billing queries, supply information, online account issues to questions surrounding our products and company.

Our advisers are strong representations of the Neon Reef mission, values, and voice.

As a Neon Reef Members Relations Specialist (MRS), you will have the opportunity to work both independently and as part of a larger support team.

Instead of a traditional cover letter, we would like for you to tell us in 500 words or less why you want to work in customer service and what role you think customer service plays at a company like Neon Reef.

Responsibilities

• Develop a deep understanding of the CSM software to help customers troubleshoot and navigate through processes by email, chat, and social media.
• Drive a successful customer experience by assisting those at varied skill levels to implement sales and service initiatives.
• Use your resourcefulness to team up with internal development and further assist our customers with their online account set-up and usage.
• Take ownership of anything from small technical issues to escalated affairs and solve for the customer from beginning to end.
• Learn to follow and maintain a streamlined filing process.
• Regularly document troubleshooting and problem resolution steps so the rest of the team – and our customer base can learn from them.
  

Communication Skills

• Excellent communications skills both written and verbal
• Ability to communicate correctly and clearly with all customers
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently Computer Knowledge/Skills:
• Ability to use a desktop computer system
• Familiarity with Windows 10, Microsoft Outlook, Microsoft Office tools, and Internet browsers such as Google Chrome
• Excellent typing skills
• Demonstrate an ability to successfully navigate websites
• Demonstrate a proficient knowledge of email applications
• Demonstrate an ability to learn various media
• Ability to successfully adapt to changes in the work environment Customer Focus:
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathise with and prioritise customer needs
• Demonstrate interpersonal skills with a diverse customer base
• Demonstrate conflict resolution, negotiation, and de-escalation skills
• Demonstrate ownership to resolve challenging customer issues, escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Maintain regular and reliable attendance
• Flexible with the working schedule, may be expected to work weekends
• Ability to work overtime as required by business Problem Solving Skills: Effective problem-solving skills including decision making, time management and immediate prioritisation of tasks assigned Ability to approach problems logically and rationally Action oriented and self-discipline Organised and detail-oriented Ability to maintain composure in highly escalated situations What you need to know: Full time – 37.5 hours per week Required to work onsite at our main headquarters in Poole If you are interested in this exciting and passionate customer service role and would like to arrange an interview, please email us with a copy of your CV