Who are we?

The future of energy is digitised, decarbonised, and localised. At SmartestEnergy Australia, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems. Formed in 2020, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation and SmartestEnergy Limited UK, we also have strong investment and infrastructure behind us.

We have our corporate office in Sydney CBD and another office in Melbourne. Further expansion is planned for 2025 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

Flexibility is vital to success in our business and many of our staff work flexibly in many ways, including part-time, remotely or a mix of remote/office. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. When you join our Team, you will have the opportunity to contribute and make an impact every single day.

This role is based in our Sydney office with Hybrid working arrangement.

Role Purpose

The Customer Solutions Coordinator is responsible for providing exceptional service to customers, addressing their enquiries and concerns, and ensuring positive customer experiences. They act as the frontline support for customers, helping them navigate their electricity services and resolving any issues that arise.

The role sits within the Commercial Department, under the Retail Operations function, and reports to the Customer Service Team Lead.

Working closely with the Key Account Manager, the Commercial Operations team and the Market Operations team to deliver outcomes effectively and efficiently, the Customer Operations Coordinator is the primary owner of the standard customer relationship with SmartestEnergy.

A wide-ranging knowledge of relevant customer requirements, SmartestEnergy processes, and expectations of interaction standards supports the Customer Solutions Coordinator to provide the best possible customer experience. Support from the Key Account Manager and other internal stakeholders is provided to ensure that complex issues can be managed effectively.

Key Responsibilities:

Customer Onboarding:

Facilitate smooth and efficient customer on-boarding processes.
Ensure all necessary documentation and information are accurately collected, processed and stored.

General Enquiry Handling:

Address customer enquiries promptly and professionally.
Provide accurate information and resolve issues effectively.
Provide customers with clearly communicated activity updates and ‘closing the loop’ information.

Effective Communication:

Be the central point of contact both internally and externally for standard customer interactions.
Manage the customer phone line and email inbox
Maintain effective internal communication with relevant stakeholders, including keeping accurate records, logging complete case notes, and generation of reports as required.

Issue Escalation:

Identify and escalate complex issues to internal Subject Matter Experts (SMEs).
Follow up to ensure timely resolution and communicate updates to customers.

Arrears Management and Collection Calls:

Monitor customer accounts for arrears.
Conduct collection calls with empathy and professionalism to recover outstanding payments.

Compliance and Reporting:

Ensure all activities comply with industry regulations and company policies.
Complete all required Compliance and knowledge training.

Performance Indicators:

Customer Satisfaction:

Measure customer satisfaction through NPS surveys and feedback.
Aim for high satisfaction scores and positive customer reviews.

Resolution Time:

Track the average time taken to resolve customer enquiries and issues
Strive to reduce resolution times while maintaining quality services.

Compliance Rate:

Ensure all activities are compliant with industry regulations
Monitor and report compliance metrics regularly.
Ensure that SmartestEnergy information security policies are adhered to.

Collection Rate:

Measure the success of arrears management and collection efforts.
Aim to achieve high collection rates and reduce outstanding payments.

Experience:

Customer Service Experience:

1-3 years of experience in a customer service role, preferably within the electricity retail or utility industry
Proven track record of handling high volumes of customer enquiries, deescalating emotionally charged situations, and providing solutions.

Industry Knowledge:

Familiarity with the electricity retail industry, including understanding of regulatory requirements and compliance standards is highly regarded.
Ability to think critically and make informed decisions.

Customer Focus:

Demonstrated commitment to providing exceptional customer service.
Ability to understand and address customer needs and concerns.

Technical Proficiency:

Proficiency in using customer relationship management (CRM) systems and other relevant software. Experience with Salesforce CRM and Tally CIS is highly regarded but not required. Ability to quickly learn and adapt to new technologies.

Knowledge:

Industry Knowledge:

A general understanding of the legal, regulatory and compliance requirements of the retail energy business.
Knowledge of Australian energy industry B2B, network and metering markets etc.
A deep understanding of market dynamics, customer needs, and competitor strategies as applied to retailing energy to the C&I market.

Technical Skills:

Knowledge of CRM systems (Salesforce), and other relevant software tools Highly organised and detail-oriented, with a strong focus on accuracy and consistency.
Process-driven mindset with a continuous improvement orientation.
Excellent written and verbal communication skills; confident managing both internal and external enquiries
An understanding of the management of conflicting priorities, maintaining effective business relationships and comfort with working outside of their stated roles and responsibility when necessary.
An appreciation of change management and the impact on business culture, including how to develop teams and people in growth organisations.

Personal Qualities:

Demonstrates professionalism, reliability, and a high degree of accountability.
Curious and adaptable – quick to learn industry nuances and new technology platforms.
Resilient under pressure and open to feedback
Passionate about delivering new, innovative experiences for customers
A problem-solver, who seeks out the best outcome for both the customer and business
Astrong team leader, who creates self-managed, supportive teams, focused on establishing a culture based on learning and development
Positive, have strong negotiation skills and an eagerness to learn
Collaborative and team-oriented, with a strong service ethic toward sales and pricing stakeholders.
Driven to exceed targets and in a fast-paced environment, willing to get involved and get the job done.

Personal Attributes:

Assimilate a wide variety of data and data sources
Creative and innovative approach to projects and new tasks
Manage changing or evolving priorities and stakeholders
Take a considered and systematic approach to each project
Attention for detail in content outputs and in managing schedules

What we offer:

A genuine commitment to smarter working – we recognise your work/life balance matters
Competitive base salary & yearly bonuses
Leave Benefits - Paid Parental, Service, Wellbeing & Birthday leave
Employee Assistance Program - SONDER
Employee Health and Wellbeing Platform - WHEREFIT
Personal development and coaching opportunities.
EV Salary Packaging Benefit

Diversity

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs. At the bottom of each of our adverts you can find one of our recruitment teams' contact details. Please reach out so we can discuss with you further.

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