Front Office Specialist (Temporary - 6 months contract)
Holaluz, Spain
Job Description
Who we are?
We are Holaluz and we were born to change the world.
You and the planet are what moves us to be who we are and to do what we do. In this video, Carlota Pi, one of the three founders of Holaluz, tells you more about it.
Our desire to do things differently has brought us to lead the transformation of the energy sector. Because:
- We only sell 100% renewable electricity.
- Thanks to leveraging the use of technology, we offer you personalized products and rates that allow you to save money.
- We put you at the center of all our decisions.
There’s more of us wanting to change things. At Holaluz we want to turn every square meter of the roofs into inexhaustible sources of renewable energy for more than 40 million people and at no cost to you.
So that no matter where you live, whether or not you have your own roof, you can be part of the change just by joining Holaluz's 100% green energy.
All the energy we need is up there. It is ours, it is clean and it is inexhaustible.
Can you help us connecting people to 100% green energy?
What will you do?
At Holaluz we are developing a new strategy team to analyze and decide what will be our next steps to achieve our 2023 goals.
You will be working with top management to provide strategic analysis and insights to drive the strategic planning process.
We expect from you to support high priority and high impact strategic projects. These projects can be technological, operational, etc.: We need a professional who is eager to understand our organizational challenges and provide analysis and ideas on how to overcome them.
We expect from you to develop deep customer, industry, market and competitive insights and present them to the strategy committee to discern what projects should Holaluz be doing next.
We also expect from you to contribute to the development of presentations, materials, and other strategy-related documents to be shared both internally and externally.
And #SayThingsAsTheyAre is one of our values, we want to be clear and transparent in explaining what you will do during your first 6 months at Holaluz.
In 1 month:
- Learn knowledge of company products and services to provide the best customer experience.
- Assist EM customers in their first contact with holaluz, resolving their request and claims ASAP.
- Serving clients through communication tools (telephone and email) with a fluid, direct communication style, with empathy and assertiveness, being able to use and research guidelines, procedures, and resources to satisfy customers’ needs.
In 3 months:
- Proactively make calls to anticipate customer needs or queries.
- Track incidents and requests to avoid ambiguities that may generate mistrust in the customer.
- Inform, help, and provide solutions to clients throughout the claim or request process, showing an adjusted speech with the company's values.
- Manage all claims assigned on time (self-organization).
In 6 months:
- Contribute to improving customer service by being updated on company news or changes to ensure a good customer response.
- Identify needs that the client may have in order to avoid ambiguities.
- Detect and collect patterns in incidents and claims to take examples and be able to escalate them and inform the Team Lead and the different stakeholders of the company about them so that we can fix the origin of them to reduce the number of clients approaching us to solve it.
- Participate proactively in the improvement or resolution of claims.
How will you do it?
One of our values is #KeepRowing, meaning that teamwork and team alignment is essential to be able to move forward and meet our shared objectives.
At Holaluz we have built a robust and constantly iterating organizational system, which allows us to adapt to the constant changes demanded by the sector and to achieve the purpose we pursue, using various methodologies, including SCRUM. At Holaluz, meetings and decisions are made collaboratively, feedback flows between the different teams and support between people is promoted.
Who will you do it with?
#AlwaysPeopleFirst and #HaveFun are also very important values in Holaluz, and to have a good time it is important to have a good team, so we introduce you to the people you will work with in your day to day.
We are a team of almost 700 people with an unbeatable atmosphere... Don't you believe us? Let me introduce you to your colleagues .
Where will you do it?
Another way of #KeepRowing is rowing all together in perfect synchronisation and towards a common goal, and what a better place to do it than in our offices in Barcelona, just 200