EnergyTech Global is a division of New Zealand based electricity retailer, Electric Kiwi (EK). Electric Kiwi is an independent digital electricity company and is part-owned by a small team of young entrepreneurs who saw an opportunity to combine their expertise in information technology and the electricity market. With backing from smart global investors who share the Electric Kiwi vision, the company took on its first customers in December 2014. ETG delivers enterprise-class, high-performance technology solutions for energy retailers using agile project methodology.

The ETG BO team located in Hyderabad works closely with the EK NZ customer operations team to deliver exceptional customer service and issue resolution through live chats and emails. The team also enables the NZ team in other back-end and sales related processes which also involves identifying solutions for various customer support issues such as metering, invoicing, pricing plans and addressing general inquiries. The team continuously works closely with the IT team to enhance internal systems to ensure seamless customer service delivery and process efficiencies.

Experience: 0-5 years

Qualification: Graduate/postgraduate (B.com, B.Sc., BBA, BE, MBA)

Job Description:

- Should be willing to handle multiple customers on Live chat

- Responsible for completing assigned business processes adhering to ETG standards

- Ensure that all data management processes (data organization) are followed correctly

- Identify and work on exceptions or issues through Exception management reports in consultation with seniors in the team

- Be available as back up in the absence of another professional

- Adhere to ETG/team standards such as being on time, reporting daily time etc.

- Help new recruits understand the organization culture and engage in knowledge transfer (KT) along with seniors in the team.

- Help improve or develop SOPs or training documents

- Connect with the NZ team to clarify any queries that cannot be resolved within the ETG team

- Expand their knowledge of other workflows by referring to existing SOPs or training documents

- Consistently conduct a self-review and work on self-improvement to improve quality of the service delivery

Required skillset:

- Chat background is preferred

- Ability to learn and operate multiple software applications. Familiarizing with diverse Electric Kiwi IT solutions which are currently in production

- A desire to satisfy customers promptly and further strengthen customer loyalty

- Should have a strong work ethic and the ability to think decisively while multitasking

- Good communications skills are a must. You should be a good team player, high on adaptability and learning and have good energy and enthusiasm.

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