About Tally Group:
At Tally Group we put our energy into building world-leading utility technology. We want to transform how people power their homes and businesses, so we're reinventing how energy retailers operate. We are a cloud-native SaaS provider with extensive experience and clients worldwide. We offer a comprehensive suite of innovative billing, digital and analytics solutions designed to meet globally diverse market and regulatory requirements, empower customers and reduce cost-to-serve.
About the role:
The Customer Service Representative (CSR) is responsible for answering a range of inbound calls.
The candidate needs to have the ability to problem solve and strive to help customers resolve their queries.
Key activities include, amongst others:
- Customer Service
- Payment Management
- Continuous Improvement
Customer Service (70%)
- Answer customers general enquires including applications for supply, meter reading requests, consumption, debt, tariff and other customer service enquires.
- Complaint management of inbound calls
- Create service orders, initiate action and update customer’s information in response to customer requests.
- Arrange appointments for customer service work on behalf of clients.
- Make outbound customer calls regarding appointment confirmation and debt.
- Always remain customer centric to deliver exceptional service.
Payment Management (20%)
- Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
- Make simple adjustments to customer accounts in accordance with client credit control arrangements.
- Process journals relating to disconnect/reconnect fees and charges.
Continuous Improvement (10%)
- Partake and apply training provided by the Trainer on process improvements and regulatory changes/updates.
- Work on special projects associated with customer service processes and systems on an as required basis to improve the customer experience and drive productivity.
Knowledge and skills requirements:
- Good communication skills.
- Demonstrated ability in utilizing: Windows based technology (including MS Word, Outlook); Customer Information Systems (CIS) preferably Orion/Engage CRM.
- Experience in Energy industry.
- 3+ years of Call Centre experience
- Experience being measured by Contact Centre KPIs and meeting them.
- Experience dealing with complaints.
- Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
- Must be adaptable, professional, courteous, motivated, and work well on their own or as a member of a team.
- Ability to thrive in a fast-paced environment and with a challenging workload.
- Share our values, and work in accordance with those values.