Customer Experience Specialist

We’re Electric Kiwiiiiiii 🎶 

And our purpose is to make it better. We’re part of an independently owned group of digital businesses, scaling to disrupt global utility retail markets. It’s an exciting time where traditional utilities need to innovate. Consumers expect companies to do good for their employees, customers, local communities, and for the future of the planet (all while offering seamless user experience that’s great value). 

The role

At Electric Kiwi, our Cx Specialists are the backbone of our team. They make sure our customers are at the centre of everything we do, delivering award-winning service every step of the way. We’re proud winners of the Canstar Blue Most Satisfied Customers for Bundled Utilities award in both 2023 and 2024! 

As a Cx Specialist, you’ll be responsible for:

• Providing top-notch customer service via phone, email, chat, and social media.
• Take charge of complex queries and disputes, ensuring full ownership and epic customer interactions
• Knowing our products like the back of your hand to nail first contact resolution.
• Coming up with and putting into practice creative initiatives to build customer loyalty and advocacy.
• Making sure our online presence reflects the Electric Kiwi energy by promptly engaging with and responding to posts and comments, chatting with customers on social media, and creating captivating content.
• Staying up-to-date through ongoing training to consistently provide our customers with best in class service, while also fostering your growth and skill development along the way.

About you

• Being all about the customers is your superpower! 
• You're able to adapt your focus when needed and be resilient to see things through.
• You pride yourself on your communication skills, regardless of the way in which you interact
• While social media experience is preferred, you are confident in your ability to communicate in public forums
• Previous experience in the telco industry is a huge bonus
• You can get along with just about anyone
• You're known for being reliable and taking full ownership of anything that comes your way
• You value team unity and camaraderie.
• You've got phenomenal time management and organisational skills 
• You take pride in achieving awesome results and outcomes
• You're a pro at working independently but hey, you're also a team player through and through!
• Our mission is to stand by our customers, and we're convinced that being there for them when they need us most gives us a competitive edge. You'll have the flexibility to work outside of traditional business hours.

Working with us

Our vision at The Energy Collective is to be the most loved company wherever we play. That includes being the most loved employer - in fact, we even won the HRD Employer of Choice last year! 

We’re a community at heart, and we know our people are unstoppable when they have the freedom to be themselves. We’re fuelled by innovation, empowerment and care for our team members. Here’s some of the benefits you'll have working with us:

• Flexible hybrid working
• Growth academy and internal career opportunities - we grow our people while we grow our company
• Competitive salary
• Five extra days of paid “Me Time” leave every year to do the things that matter to you and your wellbeing
• A paid volunteer day every year to give back to your community
• Parental leave that’s above and beyond legal requirements
• Our Collective Shares - our share awards scheme that means you could own a piece of The Energy Collective after 12 months 
• An award-winning employee experience. 

Want to help us make it better? Apply and we’ll be in touch. 

Bonus points if you can sing the Electric Kiwi song!

Our vision is to be the most loved company wherever we play.

At the heart of our business is a purpose led culture. We’re a community at heart, and we know our people are unstoppable when they have the empowerment to come up with the answers. Here’s some of the benefits we give:

• Flexible working
• Growth academy and internal career opportunities - we grow our people while we grow our company
• Competitive salary
• Five extra days of paid leave every year to do the things that matter to you
• A paid volunteer day every year to give back to your community
• Parental leave that’s above and beyond legal requirements

We’d love for you to join us. Apply and we’ll be in touch.