Customer Support Specialist (Bilingual)

About the role

As a Customer Support Specialist you will be the friendly expert our customers rely on, assisting them via phone, email, chat, and text with their electricity and natural‑gas services.

Key responsibilities

• Handle inbound and outbound interactions across multiple channels, providing efficient and empathetic support.
• Engage proactively with customers considering cancellation, explore alternatives, and retain their service.
• Identify cross‑sell and upsell opportunities aligned with customer needs.
• Partner with the Quality Control team to review call recordings, assess enrollment processes, and submit detailed feedback.
• Collaborate with teammates, escalate issues, share insights, and contribute to team goals.
• Take on ad‑hoc tasks and projects in the fast‑moving retail energy division.

Required profile

• 2+ years of customer‑support experience, preferably phone‑centric and retention‑oriented.
• Fluent in English (spoken and written) and comfortable using software tools and systems.
• Highly reliable, organized, process‑oriented, and able to follow detailed instructions.
• Strong problem‑solving skills with the ability to diffuse challenging situations with patience, empathy, and tact.
• Proactive communicator who asks questions, gives feedback, and escalates when appropriate.

What we offer

• Stable Monday‑Friday schedule (no weekends or rotating shifts) with a permanent contract.
• Weekly English classes (2 hours) to support professional growth.
• Company‑paid parking and discounted gym membership.
• Snacks and beverages provided in the office.