Customer Support Representative - Harrogate, United Kingdom - Chameleon Technology (UK) Ltd

Description

Chameleon Technology is an award-winning pioneer in smart energy technology and is the largest In-Home-Display business in the UK. Since 2010, we have helped consumers better understand their energy usage through clear, uncomplicated displays.

Chameleon's cloud-connected devices are designed to create a smarter home management system that allows consumers access to real-time energy data.

This data provides accurate results to changes made in the home, and helps users to integrate low carbon technologies that benefit the consumer, grid and environment.

A bit about the job:

Chameleon is looking for a Customer Support Representative to provide support services to customers of Chameleon's consumer-facing brand, ivie, as well as other products within the Chameleon group.

The ivie brand's growing product portfolio consists of hardware products such as the ivie Bud in-home display, as well as a mobile app available to consumers.

Experience working in energy, solar and/or storage is desired but not essential.

You will be a quick learner and able to absorb a significant amount of information around ivie and the smart metering system in the UK.

Full training into ivie's products and the smart metering system will be provided.

You will use this information to guide customers through activating and understanding their ivie Bud in-home display, its accompanying app, as well as upcoming products under the ivie brand.

You will ensure that standards and response times are met, and that ivie customers have been assisted clearly, informatively, swiftly and sympathetically.

What you will be working on:
As a Customer Support Representative, your responsibilities will be:

• Providing feedback to your line manager regarding trends in reasons for customer contacts and escalating where necessary.
• Managing product returns to the office and processing refunds/replacements.
• Becoming an expert in the ivie brand and its benefits to consumers.
• Offering input to help formalise processes and training materials for additional support staff.
• Becoming an integrated and active member of the Customer Support team, who embraces teamwork while being able to function independently.
• Contributing suggestions for the development and management of procedures to address bugs and swiftly resolve customer feedback.

Skills and experience we're looking for:

You are an experienced Customer Service Representative with a demonstrable track record in customer service and complaint handling for a consumer-facing business.

You have a strong work ethic, proactive attitude, and the ability to work independently, demonstrating self-motivation and initiative without the need for constant supervision.

You will be confident in your ability to spot gaps in processes and bring ideas to the table.

Experience within the energy market would be an advantage. Experience with SalesForce would be a plus but not essential. Strong written skills are essential, as well as an excellent telephone manner.


Salary:
£21,000.00-£24,000.00 per year


Benefits:

• Canteen
• Company pension
• Cycle to work scheme
• Free parking
• Onsite gym
• Onsite parking
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Ability to commute/relocate:

• Harrogate: reliably commute or plan to relocate before starting work (preferred)

Work Location:
Hybrid remote in Harrogate