Customer Service Officer

About Energy Bay

Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry.

Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Founded on the values of innovation, value creation and social responsibility, Energy Bay is backed by impact capital from Australia’s largest private financial sponsors, including Grok Ventures, Soletto and Skip Capital.

An exciting opportunity has arisen in the Customer Service team at Diamond Energy, part of Energy Bay. Diamond Energy, part of Energy Bay, prides itself as a leading renewable energy retailer that is rated 5 stars in the Green Electricity Guide by Greenpeace and earned a CHOICE recommendation in 2023!

We are looking for a dedicated and enthusiastic Customer Service Officer to join our dynamic team. This role provides a unique opportunity to learn the ins and outs of the renewable energy market, whilst providing exceptional customer service to our clients and ensuring their satisfaction with our services. The successful candidate will possess excellent communication skills, attention to detail, and the ability to work in a close-knit team.

To learn more about Energy Bay, please visit energybay.com

Energy Bay Culture

Energy Bay has a distinctly unique, transparent, and constructive company culture. We are a team focused on maximising the scale and impact we create in the energy transition. We are seeking to build on our existing culture and create a diverse team with wide range personal and professional experience, with a long-term focus on execution and the highest standards of delivery.

Our Mission: Your partner in delivering decentralised net zero energy solutions

Our Values: Zero Harm | Enduring Solutions |Customer Driven |Trusted Partner

As a Customer Service Officer with Energy Bay Markets (Diamond Energy) you will be responsible for:

• Responding to all customer enquiries (general, billing, etc.) to close timely and accurately.
• Effectively answer inbound customer calls and follow up on email queries, with focus on customer retention and enhanced customer experience
• Collating, checking, following up and processing returned customer information
• Responding to sales enquiries, including initiating tariff checks, sales messages and sending quotes
• Updating customer and lead status in CRM and associated customer tracking systems
• Actioning customer service dashboard activities and utilising CRM workflows to communicate with customer
• Capturing and recording first level customer complaints and escalating as required
• Negotiating customer payment plans and facilitating payments within business requirements
  
  

You Will Be Successful In The Role If You

• Possess a bachelor’s degree in any discipline
• Exceptional customer service skills, customer focus ethic and empathy
• Excellent verbal and written communications skills and active listening skills.
• Attention to detail and ability to multi-task and follow through on commitments
• Effective at engaging and empathizing with customers through enquiries and operational processes including the ability to identify and manage exceptions in a timely and proactive manner.
• General IT skills including working knowledge of Excel, Outlook and CRM systems
• Ability to work as part of a close-knit team in a dynamic and growing business with a strong interest in renewable energy
  
  

You’ll Love Working Here Because

• We believe in responsibility and reward you for taking initiative
• We’re a successful, fast-growing company with an entrepreneurial vibe
• We love to promote internally and offer development opportunities
• Comprehensive training and mentorship from experienced professionals
• We have a great work culture, come and join our team!
  
  

Energy Bay prides itself on being a diverse and an equal employment opportunity employer.