Customer Enjoyment Junior Analyst
Customer Enjoyment Junior Analyst
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Job Description
About Bright:
Hey there! Were Bright a fintech solar energy startup on a mission to reverse climate change starting in Mexico. As Mexicos leading rooftop solar platform we simplify the process of solar adoption through automation overseeing everything from financial solutions to installation. Backed by top investors like First Round Capital Y Combinator and Leonardo DiCaprio were poised for exponential growth while maintaining a fun and rewarding work environment.
About the position:
Join us as a Customer Enjoyment Junior Analyst to bring clean solar energy to Mexico! Work with our Customer Enjoyment Team and play a critical role in achieving Brights goals by aligning with the companys priorities. Youll be responsible for efficiently resolving client issues scheduling technical visits and managing communications via phone and WhatsApp. You will also collaborate closely with the Operations and Maintenance teams to ensure the completion of Service Level Agreements (SLAs) and enhance customer satisfaction. Together we can make a significant impact in the renewable energy sector!
Tasks
Responsibilities:
Customer Satisfaction Goal: Achieve a 100% satisfaction score on support tickets by promptly responding empathizing and prioritizing issues.
Enhancing Customer Experience:
Listen actively to understand issues.
Communicate solutions clearly avoiding technical jargon.
Provide support across phone email and WhatsApp keeping consistency in tone and service.
Case Management: Use tools like Zendesk to track cases keeping notes uptodate for smooth handoffs.
Crossfunctional Collaboration: Work with other teams to resolve issues promptly keeping customers informed along the way.
Process Improvement: Identify recurring issues and suggest process changes to prevent future problems.
Consistent Followups: Ensure customer satisfaction with followup checkins after resolution.
Efficient Support: Resolve 100% of tickets within deadlines boosting satisfaction and reducing followup inquiries.
Requirements
Who You Are:
Experience: At least 2 years in customer service and 1 year in a call center.
Skills:
Troubleshooting: Proven ability to resolve customer issues achieving over 90% in both CSAT and SLA reducing resolution times by 15%.
Customer Retention: Improved retention through feedback managing 50 calls daily with high satisfaction.
Preferred Qualities:
Comfortable with concise English communication.
Certified in customer service skills like active listening and conflict resolution.
Experience in solar energy with knowledge of renewable solutions to educate customers and support growth.
Benefits
Benefits:
- The opportunity to learn firsthand about the distributed generation regulatory scheme in Mxico while being a part of the fastestgrowing startup in the country.
- A fun highcaliber team that trusts you and gives you the freedom to be brilliant.
- Possibility to earn equity at Bright.
- Private health insurance.
- Access to costfree mental health care.
- Parental leave.
- Access to toptier mentorship programs.
- Remote work.
- Remote work (48 hrs a week).
- Salary range: $15000 to $17500 monthly gross.
Equal Opportunity Employer:
Bright is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.
Employment Type
Full Time
