Customer Accounts Representative

Overview

Handle billing, metering admin & customer service for heat network clients.

Key Responsibilities

• billing cycle
• meter data
• digital help
• social monitoring
• task management
• customer support

Tasks

-Ensure any issues or tasks are seen through from start to finish promoting FTR and that customer, client, team leader or other departments are kept informed. -Monitor customer complaints and comments on social media and reach out to provide assistance and resolve issues and enquiries to high standards of satisfaction -Manage the production of credit billing cycles and exceptions ensuring KPIs, updates and contractual timescales are delivered accurately and on to time. -Handle and respond to all customer and client contact in a timely and accurate way via phone, e mail, chat and social media. in a professional and efficient manner continually promoting FTR. -Identify customer needs and help customers access specific Digital self-help and promote new features and functionality to help improve the overall customer experience. -Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales. -Maintain and change time critical customer and meter data that directly impacts the production of bills and the accurate operation of Pay as you go equipment. -Assist new members of staff giving advice and guidance when needed to help them become competent in their role and promote a team ethos.

Requirements

• social media
• microsoft office
• keyboard
• problem solving
• communication
• empathy

What You Bring

-Proficient in navigating social media platforms -Ability to respond appropriately under pressure -Able to listen and show empathy -Able to prioritise in a multi-tasking environment -Excellent keyboard skills, ensuring accurate data entry Maintain thorough and accurate customer service records -Proficient in Microsoft office suite -Excellent communication both verbal and written with proven problem-solving skills

People Also Searched For

About switch2 energy limited

Nope

Sector Specialisms