member care engineer/operations TechnicianThe Remote Group Limited

Position: Member Care Engineer/Operations Technician
Schedule: 8AM TO 5PM
Set-up: Onsite (Clark, Pampanga)
Company Profile:
Starling Energy Group is committed to changing the future of the energy industry by switching to a cleaner, greener battery storage energy solution and Making Energy Green
Again.
Our name was inspired by the ability of thousands of Starling birds to coordinate their flight to create amazing murmurations, which help deter external threats for predators.
We see our Virtual Power Plants as the starlings of the energy industry that will protect the grid and make beautiful coordinated patterns and enable our future grid to be clean and thrive.
We believe a managed energy distribution grid is the future for the industry and it will become our major infrastructure asset, which is why we offer full lifecycle asset management. We oversee everything from hardware and software, to provider negotiations and customer service.
By giving households and businesses the ability to produce and manage their own energy, Starling Energy Group is empowering the community to end their reliance on traditional fossil-powered energy and create a better renewable future.
Responsibilities:
Manage assigned workload and customer experience this requires a technical analysis of the customers problem to find a solution some issues may be basic and some may be more complex.
Efficient handling & triage of general and specialised queries, dealing with the query efficiently and escalating where required.
Conduct a follow-up call with members to obtain feedback, educate them on how to make full use of the solar and battery system, as well as ensure an overall positive experience.
Assist in identifying continuous improvement and innovation within the team.
Create a simple and extraordinary customer experience across all interactions over multiple communication channels: voice, live chat & email.
Develop a detailed understanding of the hardware installed in members homes.
Identify upsell opportunities.
Build robust customer service processes and FAQ responses
Qualifications:
You will need to be adaptable, resilient & have excellent listening and communication skills.
You will be able to multi-task and work in a fast-paced work environment.
You will be able to work autonomously towards achieving a high standard of service.
You approach your work in a structured manner so that each customers enquiry is addressed and followed through to completion.
Demonstrating a strong sense of ownership of issues/scenarios presented day to day, managing them through to completion within designated timeframes.
Demonstrate compassion and empathy with the ability to support & educate our members.
Enjoy working in a customer-facing role.
Have an Engineering degree and an interest in Solar Power and Virtual Power Plants and the management of Distributed Energy Resources
High English proficiency very confident.
Have previously worked with CRMs such as HubSpot is a plus
The Remote Group Limited

Mabalacat, Pampanga
Permanent
Full-time