Role Description Werde Teil von hey contact heroes und unterstütze ein innovatives Projekt im Bereich erneuerbare Energien! Du suchst einen Job mit Sinn, möchtest Teil eines modernen Teams werden und an einem zukunftsorientierten Thema mitarbeiten? Dann bist du bei uns genau richtig. Wir von hey contact heroes suchen motivierte Mitarbeiter (m/w/d), die unser Team verstärken und gemeinsam mit uns ein spannendes Kundenprojekt aus dem Bereich nachhaltige Energielösungen betreuen. - Du betreust Kunden und Interessenten rund um moderne Energielösungen. - Du unterstützt bei Fragen zu Produkten, Technik und Dienstleistungen aus dem Bereich erneuerbare Energien. - Du führst professionelle Beratungsgespräche per Telefon und/oder digital. - Du bearbeitest Kundenanliegen zuverlässig und lösungsorientiert. - Du sorgst für eine positive Kundenerfahrung. Qualifications - Erste Erfahrungen im Bereich Energie und Umgang mit Kunden. - Sehr gute Deutschkenntnisse (mündlich und schriftlich – mind. C1). - Mit dem PC zu arbeiten ist für dich keine Herausforderung. - Bereitschaft für Schichtarbeit und Wochenenddienste im Rahmen unserer Servicezeiten. - Im Bereich Kundenzufriedenheit, Lösungsorientierung, Empathie und Sympathie bist du unschlagbar. - Freundliches Auftreten sowie eine respektvolle Kommunikation. - Du liebst es, die verschiedenen Kundencharaktere glücklich zu machen. - Voraussetzung für dich ist, im Home-Office (in Deutschland) zu arbeiten. Benefits - Dein Arbeitsplatz? Du arbeitest von Zuhause aus im Home-Office. - Wir stellen dir die kompletten technischen Geräte für deinen Arbeitseinsatz. - Du bekommst eine zusätzliche monatliche Home-Office Pauschale. - Mit der Unternehmenszugehörigkeit steigt jährlich dein Stundenlohn/Urlaub. - Wir bieten verschiedene Arbeitszeitmodelle in Voll- und Teilzeit. - Du bekommst eine digitale und umfassende Einarbeitung in das Projekt. - Abwechslungsreichen und vielfältigen Arbeitsalltag und eine attraktive Urlaubsstaffel. - Möglichkeit zur Weiterentwicklung und Ausbau deiner Fähigkeiten und Kenntnisse. - Eine attraktive Mitarbeiterbeteiligung am Unternehmensgewinn.

• Answer a high volume of inbound inquiries via phone and email while maintaining an empathetic, professional demeanor under pressure. • Assist users with standard and advanced practice management tasks, including platform navigation, feature utilization, financial/operational reporting, and supported workflows. • Diagnose/resolve software errors, investigate browser management and configuration issues, install/uninstall company software, and research/document abnormal technical behaviors. • Guide clinics on proper data entry standards required for system-wide performance reporting. • Accurately document every customer interaction within Hubspot, detailing the customer’s problem, research, testing conducted, and the final resolution. • Efficiently identify when an issue falls outside the scope of Level 1 support and escalate it seamlessly to Level 2 Support.

• Answering inbound telephone calls and providing excellent customer support • Responding to customer questions and comments via phone, email, Live Chat, and SMS with speed and professionalism • Responsible for researching and resolving complaints to ensure customer retention and satisfaction • Follow up on all written correspondence and escalate to customer service manager on duty as necessary • Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service team members to promote an environment of customer satisfaction

Role Description The Customer Service Team Manager leads and mentors a team of Account Managers supporting multiple clients, ensuring high-quality delivery of repair and maintenance services. The role is highly client-facing, focused on relationship management, operational excellence, and service growth across accounts. You will act as an escalation point for client concerns, oversee service delivery and vendor performance, support account growth opportunities, and represent the company in virtual client meetings. This role also collaborates closely with Sales, Accounting, Operations, and Executive Leadership to ensure strong service execution and financial performance. Key Responsibilities - Team Leadership & Development: - Manage, coach, and develop Account Managers to ensure performance and client satisfaction - Conduct training, performance reviews, and regular feedback sessions - Oversee onboarding of new clients and system training (ServiceSync WOM) - Support recruitment and interviews for the team - Ensure professionalism and strong client communication standards across the team - Client Management & Service Delivery: - Oversee repair and maintenance service delivery for multiple clients - Act as escalation point for client issues and ensure timely resolution - Lead monthly client meetings and ongoing client check-ins - Review feedback and identify service improvement opportunities - Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations) - Strengthen client relationships and identify upsell/growth opportunities - Represent the company in Microsoft Teams and other client meetings - Account & Operational Support: - Support execution of work orders and account management needs - Manage vendor performance, expectations, and coordination - Participate in after-hours on-call rotation - Ensure quality assurance and service provider compliance - Support onboarding, vetting, and development of vendor network - Process, Projects & Continuous Improvement: - Lead or support operational improvement and business growth projects - Improve workflows, processes, and service delivery standards - Address operational issues with practical solutions - Operational Oversight & Reporting: - Monitor account manager performance and SLA compliance - Conduct weekly team performance meetings - Prepare monthly reports on operations and performance - Support budgeting, cost control, and profitability targets (15% margin goal) - Maintain software/system oversight and participate in UAT testing - Executive Collaboration: - Provide performance, client, and financial updates to leadership - Support strategic planning and process improvement initiatives - Identify service gaps and recommend business growth opportunities - Coordinate closely with Accounting for accurate billing and reporting Qualifications - Excellent English communication (written and verbal) - Experience in Facility Management, Repair & Maintenance, or similar service industry preferred - Background in Account Management, Client Success, or service delivery strongly preferred - Strong leadership and people management skills - Experience working with vendors, contractors, or service providers - Strong computer literacy (MS Office, service platforms, virtual tools) - Comfortable leading Microsoft Teams client meetings - Ability to manage multiple accounts in a fast-paced environment - Sales or upselling experience Additional Requirements - Rotating on-call availability for after-hours support - May handle additional projects or accounts as assigned by leadership Preferred Experience - Facility management / repair & maintenance operations - Supervising or mentoring account managers - Service/work order management systems - Client relationship growth / upselling - Virtual client-facing roles Benefits - HMO with 1 free dependent upon hire - Life Insurance - 20 PTO credits annually - VL and SL cash conversion - Annual Performance-Based Merit Increases and Employee Recognition - Great Company Culture - Career Growth and Learning - WFH set-up, Night Shift - 40,000 PHP-60,000 PHP