Customer Support - Escalation Advisor

Ranked as one of Ireland’s best workplaces, by Great Place to Work for 5 years, we offer ambitious candidates a fast-paced and challenging work environment, with the opportunity to grow your career. With over 400 employees and growing, PrepayPower is the market leader for Pay as You Go Electricity, Gas, and Broadband in Ireland.

The successful candidate will be highly target-driven with strong experience in working with customers. You need to have proven and effective multi-tasking, prioritisation, and time-management skills.

Our workplace is fast-paced and innovative. We believe in employee progression and recognising performance; we enjoy working hard, smart, and having fun.

If you enjoy next-level customer experience, are results-focused, and enjoy a challenge, you will enjoy working with Prepay Power.

Your New Key Role Responsibilities

• You will be learning all new skills required for this role and also receive advanced training on our products.
• Liaising between different departments to follow up on escalations and complaints.
• Identify and assess customers’ needs to resolve their issues.
• Build relationships and trust with customers through open and interactive communication.
• Provide accurate, valid, and complete information to customers and internal departments by using the right methods/tools.
• Meet agreed personal/Tier 2 SLA targets.
• Accurately record customer interactions on CRM’s, complaints/escalations tickets, and complaints trackers. A working knowledge of Microsoft Office (in particular Excel) would be advantageous.
• Follow communication procedures, guidelines, and policies.
• Dealing with Hypercare escalations & Complaints, following through to completion.
• Fulfilling Subject Access Requests, and working with regulatory complaints.
• Taking calls flagged as emergency situations.
• This role will require working some bank holidays.

Essential Skills & Experience

• Customer Support/Service experience preferred.
• Customer orientation and ability to adapt/respond to different types of situations.
• Excellent communication and presentation skills
• Ability to multi-task, prioritise, and manage time effectively.
• A desire to provide Best in Class customer experience.
• Ability to provide strong phone contact handling skills and active listening.
• Familiarity with CRM systems.
• Excel experience preferred.
• A strong work ethic
• Experience in the energy industry is an advantage.

Career Incentives & Benefits

• Competitive salary & bonus structure

• Pension Contribution Scheme

• PrepayPower Health Insurance Group Scheme & EAP with Laya Healthcare

• Great career progression opportunities in a growing company with strong market growth

• Fast-paced and friendly team environment

• Continual training and development

• Annual leave, increasing with service.

• PrepayPower Staff Tariff

• Modern offices with excellent facilities in Sandyford and the flexibility to work remotely

• Established CSR, Wellness, and Social Committees, and great social events.

• Refer a Friend Scheme

• Tax Saver Travel Tickets & Bike to Work Scheme

Prepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 170,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent.

Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long-term savings on the electricity, gas, and broadband that they use, which counts on every bill. Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner.

PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.