Customer service specialist Jobs in Perl

About our company :

We partner with Europe to empower and enhance a sustainable energy market”.

Located in Luxembourg, we are a service company that hosts Europe's single leading trading platform( e-CAT) for cross-border transmission capacity. On behalf of TSOs, we auction the available long and short-term transmission capacity rights on all internal EU borders.

On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance to EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. We provide accounting (clearing and settlement), contracting, reporting and project support services.

About the job :

Today, we're looking for a person to fulfill the role of Junior Capacity Allocation Specialist in the operations department for a period of 9 months to support a peak in activity

• Reporting to the Operations Customer Service and Support Team Leader, under the Operations Manager's guidance, the Junior Capacity Allocation Specialist will be first point of contact for Market Participants and TSOs. They will be performing all operational tasks in order to ensure the smooth running of process such as auction, market coupling according to the respective procedures.

The Junior Capacity Allocation Specialist will be based in our Luxembourg office. They will work with a variety of colleagues who will help them gain valuable knowledge and experience in the energy industry. In this role, they will be a key contributor in supporting and controlling the operations that are in line with the business purposes. On a daily basis, they will need to identify problems and drive sustainable and high impact solutions. Strong customer orientation, effective communication skills with stakeholders, and a solid command of English are crucial.

Given the vital role of electricity in our daily lives, the Junior Capacity Allocation Specialist is expected to work on specific weekends, bank holidays, and late shifts (until 11 : 00 pm). This schedule provides the opportunity to have free time during the week, minimize commuting hours, and enjoy quality family time in a unique manner.

Key Activities in the position :

Operate and monitor process such as explicit auction, market coupling, publication, single intraday coupling, congestion income by verifying dedicated checkpoints and following the agreed processes and procedures

Respond to customers in a timely manner addressing their queries or reported issues and escalate when needed

Identify and intervene in case of deviation from normal process by raising alerts, coordinate with the relevant team for advanced troubleshooting and follow fallback process if needed

Be the first point of contact of external parties through different channels, and respond to customers in a timely manner addressing their queries or reported issues and escalate when needed

First level investigation and troubleshooting on any upcoming issue

Support market / Operations initiatives by joining specific internal taskforce(s)

Participate in internal discussions and brainstorming sessions to drive change initiatives within the Operations department

Provide feedback and continuous improvement ideas on procedure on day to day at Operations

Preparation of operational reports detailing, KPIs, issues

We are looking for someone with the following skills set :

Proficient in MS Office more particularly in Excel

General knowledge about IT systems and network

Excellent communication skills

Consistency, accuracy and attention to detail

Natural curiosity

Proactive approach on initiatives

Deliver on promises and made commitments

Go the extra mile, owning a problem, and keen to volunteer for new tasks

Able to prioritizing and structure work logically and efficiently

Actively listen to customers and colleagues and use the available options to give an answer

We offer

31 days of holiday per year, to be applied on a pro-rata basis

Regular benchmarking of salaries and benefits to keep them competitive and aligned with market standards

Up to 40% of home office or remote work in Luxemburg. Up to 25% for cross borders employees

Up to 20 days / year of Working from Anywhere

150 Euros per month towards transportation (Bus / Train) or full reimbursement of parking tickets outside the office

In-house parking available under certain conditions, managed and optimized using Ronspot

50 Euros per month towards sport

18 Luncheon vouchers per month

Complementary health insurance for you and your close family members (Optional : DKV insurance)

Complementary pension plan, including life and disability benefits

Personal training budget of 1,000 Euros / year

Daily fruit basket

Preferential corporate banking terms for all employees

In an industry that poses unique challenges and operates under stringent regulations, we strongly encourage creativity and innovation in the day-to-day work, fostering an environment that nurtures professional development and drives us forward. Join us for new professional adventures !