Job Description

Client Success Advisor

Application Deadline: 17 August 2023

Department: Client Success

Employment Type: Full Time

Location: Cardiff

Compensation: \xc2\xa323,000 / year

Description

You\'ll be the key point of contact for a number of our SME customers who have queries that need immediate attention. You\'ll be an excellent communicator who is able to simplify complex matters by taking a logical approach and ensuring they receive first class customer service. You\'ll lead by example, taking accountability for their issue and working with internal and external stakeholders to achieve a swift resolution.

Building and maintaining a successful relationship with our clients and internal stakeholders is key to ensuring their journey with us is easy so that they want to continue doing business with us.

What will you be doing?

• Engaging with clients via multi-channel communication, including email, instant chat, telephone and Teams.
• Recording and responding to queries using Salesforce Complaint management and escalating where necessary.
• Collaborating with your direct, indirect colleagues and key stakeholders to promote excellent customer service.
• Meeting business and team targets which excel customer satisfaction scores.
• Ensure service levels and satisfaction are not only met, but exceeded at every stage of the customer journey.
• Your focus will be on delivering outstanding customer experience and you\'ll be committed to working as needed to meet the needs of both the customer base, both current and in the future.
• It will be key for you to identify persistent issues and work with yours and the wider team to propose solutions.

What does good look like?

Essential:

• Experience in working in utilities.
• B2B customer service.
• Excellent stakeholder management skills and experience in conflict resolution.
• Excellent verbal and written communication skills across varying levels in an organisation.
• Strong organisational skills.
• Understanding the customer mind-set, acting as a customer advocate.
• Ability to positively challenge the status quo, improve processes and ways of working
• Able to size problems, communicate them really clearly and help prioritise.
• A \'can do\' attitude, collaborative approach, critical thinking and problem-solving skills.
• Strong customer-facing skills and an ability to understand the needs of the customers
• Ability to manage multiple queries and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
• IT literate in MS Office, particularly Word, Excel and Outlook

Desirable:

• Good general business acumen and commercial awareness.
• Experience in the effective use of CRM software, preferably Salesforce.

Why Choose Amber?

Joining an incredible group of people, all on a journey to save the planet, why not? But really\xe2\x80\xa6 the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package\xe2\x80\xa6 and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!

• Private medical care
• Birthday day off
• Income protection
• Monthly, quarterly and annual social events! Click

to view more on our trip away for Amberfest! * Enhanced primary and secondary caregiver scheme

• Loyalty vouchers

Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds. We use blind sifting at application stage to support this, meaning your details are anonymised aside from your work and educational experiences.

Amber Energy