Customer Support Specialist

Customer Support Specialist

As a Customer Support Specialist, you will work as part of the Customer Support team supporting our Micro, Small and Core Customer segments. They will be responsible for interacting with customers via various channels such as phone, email & chat to address queries, resolve issues and provide any information requested.

The Customer Support Specialist will liaise with suppliers to support the resolution of any queries within agreed SLAs, escalating to the Senior Customer Support Specialist or Customer Support Manager when required. They will work closely with the Bill Validation team, Customer Success team and Procurement team to ensure we delight our customers. Although this role is primarily remote, occasional attendance at your local Zenergi office may be required for team meetings, training sessions, or other collaborative activities.

Primary Duties

Service Excellence

• Answer all incoming customer support calls.
• Interact with customers via various channels (phone, email, chat) to address queries, resolve issues (including complaints), and provide information.
• Liaise with suppliers to achieve query resolution within SLA.
• Work closely with other teams and departments particularly bill validation, customer success and procurement.
• Escalate complex issues for core customers to the appropriate teams where necessary.

Skills, Knowledge and Expertise

Skills

Knowledge

Essential

Desirable

Experience

Essential

Desirable

Perks of the Job

Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers. We use Perkbox to enable employees to get discounts at major retailers. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.

About Zenergi

Zenergi, are a utilities & environmental consultancy aiming to make a positive difference in the world of energy in a simple, sustainable & achievable manner. One that can help cut through the confusion, free you from the stresses of managing bills, chasing payments & validating with the option to help improve sustainability & carbon reduction for your business. We have helped make a difference to 4500 customers which includes educational facilities, care groups, local authorities & housing associations across the United Kingdom.