Customer Support Specialist

Summary:

An award-winning Consultancy are looking for a Customer Support Specialist to join their Customer Support team supporting Micro, Small and Core Customer segments. You will be responsible for interacting with customers via various channels such as phone, email & chat to address queries, resolve issues and deliver requested information. 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. If you are Customer focused with customer service experience in a B2B environment, apply today!

Key Responsibilities:

• 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.

Essential Criteria:

• Experience of customer service within a B2B environment
• Effective objection handling and negotiation with customers, suppliers, and other stakeholders.
• Previous experience in the energy industry.
• Proven experience of working in an office environment.
• Previous experience of preparing and sharing data for reporting purposes directly with relevant stakeholders.
• Experience in the use of customer relationship, case management software and systems.