Customer Advisor - Revenue Protection

at  PrePayPower

Ranked as one of Ireland’s best workplaces, by Great Place to Work for 4 years, we offer ambitious candidates a fast-paced and challenging work environment, with the opportunity to grow your career. With almost 400 employees and growing, PrepayPower is the market leader for Pay as You Go Electricity, Gas, and Broadband in Ireland.

REQUIRED SKILLS & EXPERIENCE

• Minimum 1 year experience in a customer service / contact centre environment.
• Previous utilities experience particularly within the electricity or gas area would be a distinct advantage but not essential.
• Excellent phone manner with the ability to deal with customers in a calm, tactful and professional manner.
• Proven ability to work to strict targets to achieve individual and team objectives.
• Experience of working with a Customer Relationship Management system beneficial.
• Excel skills and good working knowledge of MS Office would be an advantage.

THE ROLE

We are looking for a target-driven Customer Advisor to work within our Revenue Protection Team. The purpose of the role is to ensure that customers are charged correctly, accounts are monitored to ensure they are performing, and underperforming accounts are identified and managed effectively. The ideal candidate will have strong experience in a phone-based customer service or contact center role.
This role requires excellent attention to detail and exceptional communicational skills while focusing on delivering the best outcome for our customers.

KEY RESPONSIBILITIES

• Handling inbound and outbound calls to customers in relation to Revenue Protection activity.
• Ensuring all customer queries are dealt with efficiently and in a timely manner.
• Assuming ownership of customer issues and seeking a first call resolution or in as short a time as possible.
• Negotiation, set up and monitoring of repayment plans on customer accounts.
• Investigating and resolving both basic and complex Revenue Protection issues that arise on customer accounts.
• Ensuring compliance to company procedures including all compliance and regulatory policies.
• Liaising with other departments and third parties in relation to Revenue Protection issues.
• Adhoc duties as required.