Customer Service Agent

Purpose / Role:

This is a customer centric role, focussed on delivering an outstanding customer experience whilst
increasing capability and profitability of one of the UK’s largest energy organisations. Success in this
position requires someone keen to work in a fast paced and challenging environment; with strong
problem solving and analytical skills. You will act as the link between the customers, 1st line advisors and
the 3rd line technical support team so you must be articulate with excellent communication skills.

Responsibilities include:

• Support colleagues across the clients’ organisation with escalated product enquiries
• Responsible for diagnosis and management of nationwide incidents
• Solve problems facing customers quickly and efficiently thus improving the overall customer
experience
• Analyse call trends and patterns in order to implement and suggest root cause solutions
• Solve technical issues which are facing customers to ensure the user is getting full benefit of the
product
• Provide product and tool support to customers and colleagues
• Be an advocate of our organisation and strive to exceed targets
• Provide expert level technical support to customers and engineers
• Use a variety of systems to manage the customer journey and experience
• Be a subject matter expert on products ensuring you attend / engage in sessions to improve
knowledge as products evolve

Experience and Knowledge:

• Minimum 6 months customer contact experience

• Basic networking knowledge i.e routers and smart meters
• Experience working in a fast-paced customer centric environment
• Strong understanding of systems /product both hardware and software
• Prior experience in working with energy saving solutions would be beneficial
• Able to deal with and solve complex queries
• Familiarity with the Energy industry
• Fluency in English

The Person:

• Professional customer service skills: solutions mind-set, helpful nature, passion for the customer and
improving the overall customer experience
• Demonstrates speed, agility, critical-thinking, problem-solving skills and ability to act quickly on given
directions
• High level of technical knowledge/ability
• Has an interest in the Energy industry
• Able to adapt to continuously evolving products and customer needs
• Self-driven with strong attention to detail and the ability to follow tasks through to conclusion
• Ability to multi-task and work under pressure
• Excellent communication skills, being articulate via verbal and written communication

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Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and
does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital,
domestic or civil partnership status, sexual orientation, or gender identity

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40
industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the
intersection of business and technology to help clients improve their performance and create sustainable value for their
stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to
improve the way the world works and lives. Visit us atwww.accenture.com.