Customer Service Manager

1 semana atrás


Lisboa, Portugal Acciona Tempo inteiro

ACCIONA Energía is the biggest 100% renewable energy company with no fossil legacy in the world. With more than 30 years of experience and operations in 20 countries on five continents, ACCIONA Energía offers a wide portfolio of tailored energy solutions so that its corporate and institutional clients can meet their decarbonisation goals. This includes the development, engineering, construction, operation and maintenance of renewable power plants -mainly wind and photovoltaic technologies-, energy sales and management and marketing, energy services, self-consumption, electric mobility and new technologies such as storage and green hydrogen. ACCIONA Energía is governed by the most demanding environmental, social and corporate governance (ESG) criteria.
Job Description
- Ensure, contribute to, and conclude the implementation of customer attention service in Portugal for the B2B energy trading business in Portugal.
- Responsible for the end-to-end customer attention procedure.
- Contribute to the development, evolution, and continuous improvement of the customer attention procedure in Portugal.
- Manage and supervise outsourced services for customer attention (front and back office).
- Responsible for the debt recovery process.
- Ensure compliance and reporting of defined KPIs and SLAs for the customer attention service.
- Analyze results and identify improvement opportunities.
- Contribute to strategic decisions for service improvement.
- Active coordination between the Sales Department and Operations with the goal of providing the best possible service to the customer.
- Ensure compliance with regulations in all internal and external processes (end-to-end).
- Achieve a balanced performance between outsourced and internal processes based on available resources.
- Identify cross-selling and up-selling opportunities.
- Responsible for customer satisfaction of Acciona Energía in Portugal.
Required Skills and Competencies
- Knowledge of the electricity sector, particularly in Energy Retail Market, is highly valued.
- Languages: Spanish (preferred) and English.
- Proactive.
- Ability to manage autonomously and resilience.
- Analytical skills.
- Strategic vision of customer attention service management and operations, enabling the initiation and implementation of a new service at Acciona Energía.
- Teamwork.
- Adaptability and continuous improvement focus.
- Results oriented.



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