Customer Service & Resolution

Overview 

At Ecotricity, we’re proud to lead the way as New Zealand’s only climate-positive certified provider of 100% renewable electricity.

Our team is passionate, dynamic, and committed to making a real difference in the energy sector. Together, we’re working to fast-track New Zealand’s journey to a zero-carbon future.

With over 10 years under our belt and more than 34,000 happy customers—both homes and businesses—we’re at the forefront of delivering climate-positive solutions that benefit everyone.

Internal promotions within the business have led to this role being available!
 

The Successful Candidate 

As a Customer Service & Resolution Specialist, you’ll be the go-to person for handling escalated customer inquiries through UDL and solving more complex issues, ensuring every interaction leaves a lasting positive impression.

In this role, you’ll be a trusted resource for your team, offering guidance, sharing best practices, and helping everyone stay at the top of their game. Your main focus will be creating smooth, positive experiences for our customers while upholding our commitment to exceptional service.

This description provides an overview of the role, but we’re excited to shape it further together as you grow with us!

Key Responsibilities 

• Customer Support calls – inbound & outbound 
• Customer Email responses 
• Follow up on Customer Activities and Inquiries 
• Engage with customers through Chat Support 
• Assist with Customer Onboarding and Pricing Plan Questions 
• Invoice Queries and Billing Issues 
• Monitoring Complaints inbox 
• Resolving Utilities Disputes 
• Complaint Activity Follow-up 
• Manage and Resolve Customer Complaints and Escalated Issues in a timely manner 
• Data entry and maintain accurate records 

Attributes required 

• Knowledge of consumer laws (preferred) 
• Minimum of 2 years’ experience in Customer Service or Resolutions role 
• Good relationship skills and a team player 
• Positive attitude and empathetic 
• Sense of urgency and excellent time management 
• Good at problem solving and using initiative 
• Ability to manage yourself  
• Excellent written and verbal communication skills 
• Excellent attention to detail and well organised 

What We Offer: 

• Flexible & friendly working environment – monthly morning teas, fortnightly office drinks + hybrid working 
• Career growth & development – We are a growing company and love to hire internally which is why this role is available! 
• 8 monthly salary review 
• Ebike subsidy after 1 year employment