Customer Care Coordinator
Will you make sure our customers feel every day that their energy account is in good hands?
Energy is becoming increasingly complex for businesses. Contracts, invoices, connections, meter readings, market developments, and changes to locations or energy records raise a lot of questions every day.
At Odot, we help companies gain control over these issues. As Energy Accountants, we combine energy expertise, data, and technology to support our clients with energy contracts, cost management, optimization, and strategic energy issues.
About Your Role
As a Customer Care Coordinator, you are responsible for handling customer inquiries on a daily basis at Odot. Customers can contact you with a wide range of questions: about a service connection, meter readings, a supplier, a contract, an invoice, a new or closed location, or information they need for their energy management.
You’ll resolve some issues on your own. For others, you’ll work with colleagues or external parties, such as energy providers and grid operators. You’ll ensure that the customer knows what’s happening, that necessary actions are taken, and that cases don’t get stuck between different colleagues or organizations.
What are you going to do?
Customer Care & Case Ownership:
- You will be the first point of contact for our customers' day-to-day questions via phone and email.
- You analyze customer inquiries and determine what information, action, or expertise is needed to arrive at a solution.
- You independently resolve issues that fall within your area of expertise.
- For more complex questions, consult the appropriate colleagues within Energy Services or other teams.
- You remain in charge of the follow-up and monitor the case until the customer has received a correct and complete response.
- You communicate with clients along the way when a solution requires more time or input from other parties.
- You ensure that appointments, actions, and relevant information are accurately recorded in our systems.
Coordination within Energy Services:
You’ll work closely with the various specialists within Energy Services. Among other things, this means that you’ll:
- Coordinates contract- or purchase-related questions with our Contract Expert;
- Coordinates questions regarding consumption, measurement data, costs, reporting, or invoice verification with our data expert;
- Refer more complex energy issues to our Energy Consultants;
- Identifies commercial opportunities or significant customer developments and reports them to Business Development;
- Ensures that responsibilities are clearly defined and that agreed-upon actions are carried out;
- So you don't have to be an expert in every area of energy. You do, however, need to gain enough insight to fully understand a customer's request, ask probing questions, and know where it fits within Odot.
Suppliers, network operators, and third parties:
An energy project often doesn't end with Odot. That's why you also maintain regular contact with:
- Energy providers;
- Grid operators;
- Surveying firms;
- Other external energy partners.
- You request missing information, follow up on cases, and ensure that responses or actions from external parties are properly communicated to the customer.
- When a case gets stuck, take the initiative to get it moving again.
Customer Records & Changes:
Our customers are constantly evolving. That’s why you’ll also provide support for changes such as:
- Opening or closing of branches;
- adding or removing connections;
- changes in contact persons or customer structures;
- changes to measurement data or administrative information;
- other operational changes related to energy policy.
- You ensure that changes are properly tracked and that the relevant information is shared with the appropriate colleagues and systems.
Service Quality & Follow-Up:
You look beyond any single customer inquiry. You keep track of all ongoing inquiries and flag cases that have been open for too long or are not progressing sufficiently. You help us gain insight into:
- How many customer inquiries come in;
- what types of questions come up most often;
- how quickly cases are resolved;
- where delays occur;
- which questions or errors recur consistently.
- Based on that, you'll help us figure out how we can improve our services and processes.
Processes & Continuous Improvement:
For us, good customer service means not only solving problems, but also preventing the same problems from recurring. That’s why:
- Identify recurring customer questions and pain points;
- You contribute ideas for improving internal processes;
- help further develop standard responses, work instructions, and knowledge within the team;
- Provide input on improvements to our IT systems and NCTRL;
- Will you help us explore ways to automate repetitive administrative tasks?
This is how you help make our services more professional and scalable, step by step.
Your Profile
We are not looking for a traditional front-line employee.
We are looking for someone who combines a customer-focused approach with organizational skills, analytical ability, and a sense of ownership.
When a customer comes to you with a question, you want to understand what’s really going on. You look up information, ask follow-up questions, involve the right people, and continue to follow up on the case until it’s resolved.
You are friendly and communicative, but at the same time, you are not afraid to take responsibility and speak up to colleagues or external parties when tasks remain unaddressed.
We're looking for someone who:
- Already has relevant experience in B2B customer service, customer success, account support, or a similar customer-facing role;
- Experience in the energy sector, in an environment involving complex customer cases;
- Gets energy from helping customers and actually solving problems;
- Excels at verbal and written communication;
- Is a good listener, asks follow-up questions, and organizes information;
- Is analytical enough to examine complex cases step by step;
- The ability to track multiple cases at the same time without losing track of them;
- Works with great precision and consistently follows through on commitments;
- Takes proactive action rather than waiting for someone else to pick up a case;
- Takes responsibility for the outcome and not just for his or her own task;
- Collaborates easily with various colleagues and across different disciplines;
- Is able to communicate professionally with suppliers, utility providers, and other external parties;
- Enjoys working with digital systems and quickly learns how to use new software;
- Contributes critical insights on how processes and services can be improved.
You should preferably have a bachelor's degree or equivalent experience.
Experience in the energy sector is a must, because knowledge of energy suppliers, grid operators, connections, EANs, energy contracts, metering data, and energy bills will enable you to make an impact quickly.
You speak and write Dutch and French very well. A good knowledge of English is a plus.
Why Odot?
At Odot, Customer Care is not a separate help desk that operates independently from the rest of the organization.
You'll be working at the heart of the Energy Services team and collaborating directly with our operational specialists and Energy Experts.
This gives you insight into our customers’ complete energy profiles and allows you to quickly build substantive knowledge about, among other things:
- Energy contracts;
- Electricity and gas prices;
- Measurement data and energy consumption;
- Energy costs and bills;
- Network management and connections;
- Reporting and energy management.
You'll get:
- A central role in our day-to-day service delivery;
- A high degree of autonomy and responsibility for your cases;
- Direct contact with our corporate clients;
- Close collaboration with various energy experts;
- The opportunity to help shape our Customer Care operations;
- Opportunities to improve processes and systems;
- The opportunity to build substantive knowledge of energy;
- Opportunities for career advancement within Energy Services as Odot continues to grow.
What do we offer?
At Odot, you'll be part of a dynamic scale-up, supported by our shareholder BDO, where customer focus, initiative, and responsibility are highly valued.
We offer:
- A permanent contract of indefinite duration;
- An attractive compensation package tailored to your experience;
- Flexible package of fringe benefits;
- 32 vacation days for a 40-hour workweek;
- Option to work from home;
- A modern office on the outskirts of Antwerp;
- Training and guidance to help you further develop your expertise;
- Regular team activities and annual team-building events.
- Real opportunities for career advancement as Odot continues to grow.
Interested?
Does helping customers, sorting out complex cases, and making sure nothing falls through the cracks give you a sense of fulfillment?
Would you like to work in an environment where you learn more about energy every day and where you can help build better services?
Then we'd love to meet you.
Apply for the position of Customer Care Coordinator at Odot and help us ensure that every customer has true control over their energy account.