At Bia Energy, we are looking for visionary, innovative talents and change agents who are willing to redefine boundaries and make a difference in everything we do. If you're looking for more than just a job and are eager to join a community that embraces the ambition to do things differently, you've come to the right place! As an Energy Concierge at Bia Energy, your role will be to provide a unique and personalized experience to our customers. Your goal will be to ensure their complete satisfaction and long-term loyalty. It's not just about solving problems, but anticipating and addressing their needs before they express them. Your creativity and proactivity will make the difference! You will be in charge of an exclusive group of customers, whom you must get to know deeply in order to offer them personalized energy solutions that enrich their experience and optimize their consumption through regular and personalized contact. Your objective will be to build strong relationships based on trust and loyalty, always ensuring the well-being and total satisfaction of our customers. This holistic approach will allow you to guarantee that customers receive exceptional service, from quick problem resolution to implementing preventive measures that increase energy efficiency and minimize disruptions. Additionally, you will have the opportunity to contribute to creating a completely innovative customer service model, new to the industry. At Bia, all ideas are welcome and valued. You'll work with an exceptional team to ensure our strategy is the most effective. ### **What you will do** * Quickly and effectively resolve customer and intermediary requests during first contact, both proactively and reactively, using our app/website to guarantee energy savings. * Deeply understand the products or services offered by Bia to provide specialized advice to our customers. * Provide timely support and guidance to our customers through our service channels (email, chat, phone calls, WhatsApp, among others), actively promoting the company’s services. * Handle and manage needs, complaints, and claims following protocols established by Bia, including proactive and reactive contacts to guide users in using the app and maximizing energy savings. * Ensure excellent customer service, contributing to the achievement of goals. * Work collaboratively, creating synergy across all organizational areas. * Propose process improvements to optimize and enhance the customer experience. * Accurately record all customer interactions in the corresponding systems/tools. * Comply with standards established by Bia for managing and resolving requests. * Safeguard the security and confidentiality of information belonging to both Bia and our customers. ### **Requirements for the role** * Excellent spelling and verbal fluency to ensure clear and accurate communication with our customers. * Previous experience in customer service or sales management, with solid knowledge in customer care and handling difficult situations. * Demonstrate unwavering dedication to solving any issue, question, complaint, or claim our customers may bring. * Proficiency with office tools. **You’ll live and be part of a cultural experience:** 🌍 Ownership: We think and act as owners of Bia. You don't just perform tasks—you take ownership from the first step to the final result, seeing how your contributions shape exceptional products and customer experiences. 💡 Resolute Mindset: Facing challenges is part of our DNA. We see problems as opportunities and take pride in finding creative solutions. 🌀 Adaptability in Action: Change is constant in our environment. We seek talents who not only adapt but thrive in changing circumstances. We are flexible, resilient, and able to maintain focus amid uncertainty. 🤝 Team Player A: At Bia, we collaborate and grow together. We value those who care about the team’s success as much as their own. By joining us, you’re taking on a key role in a cohesive team working in perfect synergy—we support each other to achieve victory. ✨ User-Centered: We recognize that success lies in understanding and meeting the needs of our customers and collaborators. Customer and employee experience is at the heart of what we do. We seek talents committed to creating solutions that not only meet but exceed expectations, thus driving lasting and meaningful relationships. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.