Job description
Join City Energy, a dynamic and inclusive energy provider committed to delivering exceptional service to our customers. As a Customer Relations Officer (Operations), you will be at the heart of our customer journey, coordinating across operations, support, and field teams to ensure smooth service delivery and outstanding customer experiences. This is an opportunity to impact daily interactions, improve processes, and contribute to a sustainable energy future.
In this role, you will act as a trusted liaison between customers and internal teams, translating feedback into action and helping to resolve issues with urgency and care. You will own data integrity by updating customer records, assist with service requests, and support our partners in delivering reliable energy services. Through cross-functional collaboration, you will help optimize workflows and reduce friction in the customer journey.
You will monitor performance against service levels, assist in handling complaints, and contribute to root-cause analysis to prevent recurrence. The position offers exposure to a fast-paced energy environment, where proactive problem-solving, clear communication, and a customer-first mindset are essential to success. City Energy values initiative, teamwork, and continuous improvement.
Why City Energy? We invest in our people with ongoing training, development opportunities, and a supportive culture that recognizes achievement. If you are passionate about service excellence and ready to grow a career in energy operations, apply today and help us power a better experience for our customers.
Responsibility
- Manage incoming customer inquiries via phone, email, and chat, resolving issues promptly while providing accurate information and service options.
- Coordinate with Operations, Field Service, and Billing teams to ensure timely issue resolution and service delivery.
- Update and maintain customer records in the CRM with high accuracy and privacy compliance.
- Handle customer complaints with empathy, escalate where appropriate, and contribute to root-cause analysis to prevent recurrence.
- Monitor and contribute to SLA performance, response times, and customer satisfaction metrics; prepare monthly performance reports.
- Process orders, service requests, installations, and changes; schedule field visits and coordinate resources as needed.
- Collaborate on continuous improvement initiatives to streamline customer journeys and reduce friction points.
- Provide training and guidance to teammates on processes, tools, and best practices to enhance customer interactions.
Qualification
- Diploma or degree in business, communications, or a related field; minimum 1-3 years of customer service or operations exposure.
- Excellent written and verbal communication skills; professional phone etiquette; strong interpersonal abilities.
- Proficiency with CRM systems (e.g., Salesforce, SAP) and MS Office; high data-entry accuracy.
- Analytical mindset with problem-solving skills and the ability to manage multiple tasks simultaneously.
- Strong stakeholder management and collaboration across cross-functional teams.
- Customer-first mindset, with a proactive and solutions-oriented approach to service delivery.
- Ability to adapt to fast-paced environments and maintain composure during high-pressure situations.
- Commitment to continuous learning and process improvement in a dynamic energy sector.