Digital Customer Service Advisor - Energy (Remote)

As a Digital Customer Service Advisor at Octo Energy, your key responsibilities will include managing customer queries from start to finish, solving various energy-related problems, and ensuring a seamless service experience via phone and email. You'll make it a priority to communicate clearly and to provide every customer with personalized service intended to uplift their experience. Whether you’re handling billing queries or advising on energy options, your goal will be to simplify the energy journey for each customer.

To thrive as a Digital Customer Service Advisor at Octo Energy, it’s essential to have a genuine passion for customer service and a knack for problem-solving. While prior experience in a similar role can help, it’s not a strict requirement as long as you come prepared to embrace a fast-paced environment and learn on the go. We value team players who can approach tasks with curiosity and empathy, especially when addressing sensitive issues involving vulnerable customers.

The role of a Digital Customer Service Advisor at Octo Energy offers great flexibility! You are expected to work a total of 37.5 hours per week, with 50% of your time falling between 9 AM to 5:30 PM, while the remaining hours can be scheduled flexibly to suit your lifestyle. This way, you can balance your work with personal commitments without compromising on your dedication to customer service.

The ideal Digital Customer Service Advisor at Octo Energy is someone who genuinely loves engaging with customers and is passionate about ensuring their satisfaction. You're encouraged to be inquisitive, adaptable, and empathetic, especially when assisting customers in challenging situations. A keen interest in sustainability and a willingness to learn will also set you apart in this role, as we focus not only on service but also on making a positive impact on the planet.

At Octo Energy, we prioritize your growth and development right from the start. After joining, you can expect comprehensive training that equips you with the tools and knowledge necessary to succeed. This includes participating in engaging activities, role plays, and group exercises that will allow you to get a feel for our company culture and expectations. Ongoing support will continue as you adapt to the role, ensuring you feel confident in delivering outstanding service.

In responding to this question, think of a specific instance where you effectively handled a disgruntled customer. Highlight the listening skills you utilized, the steps you took to resolve the issue, and the feedback you received from the customer post-resolution. Show how your approach not only solved the problem but also enhanced the customer's perception of service.

Discuss your strategies for stress management, such as taking brief breaks, utilizing deep-breathing techniques, or prioritizing tasks. Provide an example of a high-pressure situation where you remained composed and effectively solved the customer’s problem while ensuring a great service experience.

To answer this question well, identify a crucial skill—like empathy or effective communication—and elaborate on why it’s essential specifically for the role at Octo Energy. You might mention how understanding customers' situations allows for tailored solutions and fosters long-term relationships.

Discuss your problem-solving process, emphasizing the importance of resourcefulness and teamwork. Talk about seeking guidance from colleagues, utilizing company resources for solutions, and your commitment to ensuring the customer feels valued and informed throughout the process.

Share a specific initiative or feedback implementation that aimed to improve service delivery or product clarity. Highlight any metrics or positive feedback from customers to demonstrate your impact on reducing complaints and enhancing customer satisfaction.

Be genuine in your response. Mention Octo Energy’s commitment to improving customer experiences and sustainability efforts, connecting your personal values to the company’s mission. Show enthusiasm for being part of a team that strives to make a real difference.

Talk about your strategies for clear and engaging communication, emphasizing active listening, response clarity, and attentiveness to customer needs. Mention any tools you find helpful for managing communication and ensuring customers feel understood, even through screens.

Describe a strategy where you actively listen to the customer's concerns, break down the bill in simple terms, and guide them through each component. This shows your commitment to making the process easy for the customer and emphasizes your informative approach.

Identify a unique skill or experience that showcases your suitability for the role. This could be a blend of soft skills and previous experiences that align with Octo Energy’s values in exceptional customer support and teamwork.

Discuss your proactive approach to learning, such as subscribing to relevant newsletters, participating in industry forums, or attending webinars. Express your dedication to staying knowledgeable so you can provide accurate information to customers.