Customer Support Specialist

Job Mission 🚀

Do you get positive energy from providing service and advice in sustainability? Do you thrive in a fast-paced and dynamic environment and have little problem with change? As a Customer Support Specialist at Tibber, you will play a central role in providing exceptional service and support to our customers while contributing to our mission to revolutionise the energy industry. This role is a fixed-term employment (parental leave cover) with great chances for the right candidate to be extended to permanent.

What You'll Do ✅

• Engagement: Building strong and lasting relationships with Tibber customers by delivering world-class customer service across multiple channels.
• Problem solving: Research and resolve customer questions, concerns and issues quickly and effectively, ensuring a positive customer experience.
• Product knowledge: Develop knowledge of Tibber's products, services and technologies to provide accurate information and assistance to customers.
• Technical support: Helping customers and troubleshooting for both software and hardware, from app issues to charger integrations.
• Billing and account management: Handle questions related to billing, account updates and contracts.
• Providing information: Informing customers about energy-saving opportunities, sustainability and how Tibber's services can contribute to this.
• Documentation: Accurately maintain records of interactions with customers, processing feedback and resolving issues in our CRM system.
• Process Improvement: Collaborate with cross-functional teams to identify process improvements and contribute to customer service optimization.
• Feedback Loop: You are the voice of the customer within Tibber in terms of insights and providing feedback to constantly improve our products and services.

What We're Looking For⚡

• You have strong communication skills, both written and verbal. Due to the specialization on the German market, tickets (or messages) and general customer communication is mostly in German and our business language is English, fluency in both languages is a requirement.
• You enjoy helping. You have experience in customer service or another relevant field.
• You have a customer-oriented mentality and an empathetic attitude.
• You are able to solve problems quickly, effectively and efficiently, including anything from technical troubleshooting to in-depth billing support.
• You are technically literate. You are comfortable in a technology-driven environment and you quickly master working in different programmes.
• You are interested in our smart products and services, find sustainability an important business aspect and see the relevance of energy-saving solutions.

Key skills/competency

• Customer Service
• Technical Support
• Problem Solving
• Communication Skills
• Bilingual (German/English)
• Product Knowledge
• CRM Systems
• Billing Support
• Process Improvement
• Sustainability Focus