About the role
Overview
- Work from office role
- Manage advanced international customer-service interactions for an electricity and gas utilities process.
- You will resolve complex queries, explain high bills clearly, handle difficult conversations with empathy, and retain customers while ensuring compliance and ownership through closure.
Key Responsibilities
- Complex Query Resolution. Handle inbound and outbound customer calls involving intricate billing disputes, account discrepancies, tariff inquiries, and payment issues.
- High-Bill Explanations. Break down complex energy consumption and billing statements clearly so customers understand charges and usage.
- Complaint De-escalation. Manage dissatisfied or irate customers calmly using active listening, empathy, and structured objection handling.
- Customer Retention. Address cancellation requests or service dissatisfaction by offering appropriate retention solutions and tariff options.
- End-to-End Ownership & Compliance. Maintain accurate interaction logs in internal CRM systems, meet First Contact Resolution (FCR) and quality targets, and follow strict regulatory and process guidelines.