Customer Support Representative

Note: This is a remote role, our team is based in Melbourne, Australia.

About Us:
Termina (formerly Threadlet) is a fast-growing energy consulting firm that partners with small and medium-sized businesses like Betty’s Burgers and Crest Dry Cleaners to help them secure the most competitive electricity and gas rates. We leverage our extensive knowledge of the energy market and group buying power to secure better-than-market deals for our clients, monitoring rates from over 37 energy retailers. For more about us, visit termina.io.

Role Overview:
We are looking for a Customer Support Representative to join our dynamic team. This role is perfect for someone who thrives in a fast-paced, start-up environment and enjoys taking ownership of diverse responsibilities. As part of a small, collaborative team, you’ll step in wherever needed, with a focus on clarifying invoices, addressing customer concerns, and delivering swift resolutions.
You will play a key role in managing invoice-related tickets, ensuring customers have a clear understanding of their invoices, and coordinating with internal and external stakeholders to address client concerns effectively.

Key Responsibilities:
- Ticket Management:
* Manage invoicing-related tickets, ensuring timely and accurate resolution of customer queries.
* Handle meter upgrade requests and coordinate with relevant teams to facilitate the process efficiently.
* Monitor and prioritize tickets, ensuring no customer concern is overlooked.
- Customer Engagement:
* Proactively engage with small business owners over the phone to resolve outstanding issues, clarify invoice details, and provide guidance on next steps.
* Maintain a customer-first approach by providing clear, empathetic, and professional communication.
* Direct clients to the appropriate teams or departments when additional expertise is required.
- Problem-Solving and Issue Resolution:
* Address and resolve internal issues that may impact customer satisfaction or operational efficiency.
* Collaborate with both internal and external stakeholders to investigate and resolve customer concerns.
- Process Improvement:
* Identify recurring issues and recommend solutions to improve the efficiency of support workflows.
*Contribute to refining customer support processes to enhance the overall client experience.
- Team Collaboration:
* Support the broader team by assisting with cross-functional tasks and projects as needed.
* Actively share insights and feedback to foster a culture of continuous improvement.

Key Requirements:
- Proven experience in a customer support role, preferably within a fast-paced or start-up environment.
- Strong problem-solving skills, with the ability to think critically and adapt to different situations.
- Excellent communication skills, both written and verbal, with the ability to explain complex information clearly to small business owners.
- Comfortable using customer support tools and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
- Ability to analyze and interpret invoices or billing information accurately.
- Availability to make and take calls directly with small business owners as needed.
- Familiarity with invoicing, meter upgrades, or energy-related services is an plus but not mandatory.

Why Join Termina?
* Growth Opportunity: As a start-up, Termina offers plenty of opportunities to grow and take on new responsibilities across the business.
* Flexible Environment: We believe in work-life balance and provide a supportive, flexible work environment.
* Impact: Your work will have a direct impact on the success of the company, as we continue to expand and help businesses save on energy costs.

How to Apply:?Please send your resume and a cover letter outlining your experience and why you'd be a great fit for this role