Customer Resolution Specialist

A well-established player in the energy cost management space is seeking a Customer Resolutions Specialist to manage incoming queries and customer requirements, upholding a high standard of service for customers and providers alike.

Key Responsibilities

• Ensure all stakeholders receive the highest level of service and professionalism
• Respond to internal queries in a timely, appropriate manner
• Communicate effectively with customers and providers
• Maintain confidentiality of customer and provider information
• Maintain A2 and customer documentation, including newly signed LOAs
• Contribute to improvement initiatives
• Manage the Service Inbox, actioning and delegating items, escalating to the General Manager where required
• Resolve queries received via the service inbox, escalating as needed
• Create and manage cases through to completion, including follow-up dates and summary notes
• Escalate cases to the Resolutions Manager as required, resolving by set due dates
• Develop and update internal process documentation for the Service Team
• Keep internal and external documentation up to date
• Identify potential savings or improvement opportunities and manage related projects through to completion