Job Description
Company Description
Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.
With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.
Job Description
In this role, you’ll be at the heart of our customer journey championing exceptional service and ensuring every interaction leaves a positive impression. You’ll wear many hats, from problem-solver to communicator, all while keeping our customers informed, supported, and delighted.
The primary purpose of the role is to provide exceptional customer service and ongoing support to customers following the installation of consumer energy solutions, including solar and home battery systems. The role supports customers throughout their post sales journey and plays a key role in ensuring seamless customer interactions and the continuous optimisation of service delivery processes, optimisation software, customer apps and proactive monitoring services to maximise customer value, system performance, and customer engagement..
Here’s a snapshot of what you’ll be owning day-to-day:
Your Key Accountabilities
Respond promptly and clearly to customer questions about solar, batteries, installations, and subscriptions and any other energy products sold
Guide customers smoothly through pre- and post-installation steps, including scheduling, documentation and status updates
Proactively monitor customer systems using the optimisation software platform, identifying potential issues and engaging customers to provide timely troubleshooting and support
Support billing, payment plans, financial difficulties, and subscription management
Log technical issues accurately for quick resolution by engineering teams
Deliver empathetic, engaging customer experiences across voice, email, SMS, and chat channels
Resolve inquiries ideally on first contact across relevant communication platforms (phone, SMS, email, LiveChat) and confidently manage escalations to successful outcomes, liaising collaboratively with other business units or external suppliers as required
Identify and suggest improvements to enhance processes and service delivery
Qualifications
Demonstrated experience providing exceptional customer service
Ability to build rapport and provide exceptional service to customers
Strong active listening skills and the ability to understand customer needs
Problem-solving skills and the ability to find solutions to customer inquiries
Ability to identify and improve processes to create a better customer experience or improve internal communication or administration
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Organised, with the ability to prioritise tasks, manage time effectively, and meet deadlines.
An amazing team player who lives our Intellihub values; Look after each other, Do the right thing, Be bold Be brave, Together we own it
A passion for renewable energy and sustainability is a plus
Basic technical knowledge of solar panels and home battery systems is an extra bonus but as a minimum, capability to learn and absorb technical information
Additional Information
We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.
Sound exciting? Apply now and be part of a team that's shaping the future of energy.
Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.
With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.
Job Description
In this role, you’ll be at the heart of our customer journey championing exceptional service and ensuring every interaction leaves a positive impression. You’ll wear many hats, from problem-solver to communicator, all while keeping our customers informed, supported, and delighted.
The primary purpose of the role is to provide exceptional customer service and ongoing support to customers following the installation of consumer energy solutions, including solar and home battery systems. The role supports customers throughout their post sales journey and plays a key role in ensuring seamless customer interactions and the continuous optimisation of service delivery processes, optimisation software, customer apps and proactive monitoring services to maximise customer value, system performance, and customer engagement..
Here’s a snapshot of what you’ll be owning day-to-day:
Your Key Accountabilities
Respond promptly and clearly to customer questions about solar, batteries, installations, and subscriptions and any other energy products sold
Guide customers smoothly through pre- and post-installation steps, including scheduling, documentation and status updates
Proactively monitor customer systems using the optimisation software platform, identifying potential issues and engaging customers to provide timely troubleshooting and support
Support billing, payment plans, financial difficulties, and subscription management
Log technical issues accurately for quick resolution by engineering teams
Deliver empathetic, engaging customer experiences across voice, email, SMS, and chat channels
Resolve inquiries ideally on first contact across relevant communication platforms (phone, SMS, email, LiveChat) and confidently manage escalations to successful outcomes, liaising collaboratively with other business units or external suppliers as required
Identify and suggest improvements to enhance processes and service delivery
Qualifications
Demonstrated experience providing exceptional customer service
Ability to build rapport and provide exceptional service to customers
Strong active listening skills and the ability to understand customer needs
Problem-solving skills and the ability to find solutions to customer inquiries
Ability to identify and improve processes to create a better customer experience or improve internal communication or administration
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Organised, with the ability to prioritise tasks, manage time effectively, and meet deadlines.
An amazing team player who lives our Intellihub values; Look after each other, Do the right thing, Be bold Be brave, Together we own it
A passion for renewable energy and sustainability is a plus
Basic technical knowledge of solar panels and home battery systems is an extra bonus but as a minimum, capability to learn and absorb technical information
Additional Information
We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.
Sound exciting? Apply now and be part of a team that's shaping the future of energy.
💡 Quick Summary
Seeking a career-building opportunity? The Behind the Meter - Customer Experience Specialist position is now open for candidates interested in the Customer Care sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
