Customer Services Specialist

Role Summary

At Bia we already manage the energy of more than 3,700 companies in Latam. And we're just getting started. If you are looking for more than a job and want to be part of the team that is revolutionizing the energy sector, you came to the right place.

The challenge you are going to solve

As an Energy Concierge at Bia Energy, your role will be to provide a unique and personalized experience to our customers. Your goal will be to ensure their total satisfaction and long-term loyalty. It's not just about solving problems, but about anticipating and addressing their needs before they express them. Your creativity and proactivity will make the difference!

You will be in charge of an exclusive group of clients, whom you must know in depth to offer personalized energy solutions that enrich their experience and optimize their consumption through regular and personalized contact.

Your objective will be to build solid relationships based on trust and loyalty, always ensuring the well-being and total satisfaction of our clients.

This comprehensive approach will help you ensure that customers receive exceptional service, from quickly resolving their issues to implementing preventive measures that increase energy efficiency and minimize outages.

In addition, you will have the opportunity to contribute to the creation of a new customer service model, completely innovative in the industry. At Bia, all ideas are welcome and valued. You will work with an exceptional team to ensure our strategy is the most effective.

The DNA of the team that awaits you

🧠 Self Management. We are not looking for employees who wait for instructions. We are looking for people who move quickly, propose before asking and take ownership of the result from start to finish.

💡 Problem Solver & Problem Seeker. Facing problems is part of our DNA and finding them before they explode, too. If you get bored when everything works well, you are a perfect fit.

🌀 Adaptability. High-speed culture and zero bureaucracy. We look for people who thrive in changing environments and stay focused when things move fast.

🤝 To Team Player. At Bia impact matters. We grow together, we support each other and the team's success is as much yours as it is our own.

✨User Centric. The client and the collaborator are not an area of the business, they are the center of every decision we make. Here we design solutions that really matter.

Responsibilities

• Quickly and effectively resolve the requirements of clients and intermediaries in the first contact, both proactively and reactively, using our application/website to guarantee energy savings.
• Know in depth the products or services that Bia offers to offer specialized advice to our clients.
• Provide timely attention and advice to our clients through our service channels (email, chat, calls, WhatsApp, among others), actively promoting the company's services.
• Manage and manage needs, complaints and claims following the protocols established by Bia, including proactive and reactive contacts to guide users in the use of the application and maximize energy savings.
• Guarantee excellent customer service, contributing to the fulfillment of objectives.
• Work as a team generating synergy with all areas of the organization.
• Propose improvements in processes to optimize and improve the customer experience.
• Accurately record all customer interactions in appropriate systems/tools.
• Comply with the standards established by Bia for the management and solution of requirements.
• Ensure the security and confidentiality of the information of both Bia and our clients.

To develop the role you will need

• Excellent spelling and verbal fluency to ensure clear and accurate communication with our clients.
• Previous experience in customer service or business management, with solid knowledge of customer service and handling difficult situations.
• Show tireless dedication to solving any problems, questions, complaints or claims that our clients may bring.
• Management of office tools.