Business customers, every day
I work in the Octopus Energy Business team. Domestic and business accounts, phone, email, and digital. People call when something is wrong with money or the account.
Why I fit this role
This job is the trusted first point of contact for business customers. That is the work I do now, in energy.
Not a script job
Processes are not always written down. I ask the next question, check the system, and keep going until the customer has a clear next step.
Trust under pressure
Affordability and vulnerability cases need a calm voice and straight answers. I build that trust quickly and follow through.
Spot the next need
I connect customers to the right team or product when a fix is not enough. Same skill as spotting a business banking need and handing it on well.
Systems and change
I work in Kraken every day. Billing Master and KMT work. I learn platforms fast and help others when the system is the problem.
One team
I jump across support, product and engineering. Repeat issues fell 28 percent when we fixed the handover. I will do the same here.
Profile
Raman Prasad · Wellington · ramanprasad.eth@gmail.com · 021 034 8290 · NZ citizen
Customer focused professional in the Octopus Energy Business team. I am the first point of contact for complex billing, affordability and account issues across phone, email and digital. I listen, solve, and keep the relationship. I want to bring that into Kiwibank Business Banking as a Business Engagement Specialist.
Experience
Business Associate, Billing Master and KMT, Octopus Energy NZ, Business team, Wellington. 2023 to present.
- First point of contact for business and domestic customers on billing, affordability, access and account problems.
- Manage conversations across phone, email and digital channels. Stay calm when the customer is stressed or the bill looks wrong.
- Find the information that is not in the script. Check Kraken, ask the right colleague, and keep working until the customer can move forward.
- Build trust quickly with people under financial pressure. Explain options in plain language and follow through.
- Spot when a customer needs another team or product and make the handover clear so they are not passed around.
- Lead social responses so the public line matches what we say in private.
- Hold several live issues at once and decide what needs action today.
- Helped cut recurring issues by 28 percent through better case handling and process changes.
- As Billing Master and KMT, fix hard account and platform issues on Kraken and support teammates on the cases that stick.
Education
Bachelor of Science (Conjoint), Computer Science and Data Science
Massey University · in progress, expected 2026
Helps with systems, data and learning new tools quickly. Not a banking qualification. The customer work is the main fit.
Cover note
Kia ora,
I am applying for Business Engagement Specialist. I want this role because it is the trusted first point of contact for business customers. That is already my day at Octopus Energy.
In the Business team I take calls and emails on billing, affordability and account issues. Not every process is written down. I ask the next question, check the system, and keep going until the customer has a clear next step. I also spot when they need another team and make the handover clean.
I am comfortable on phone, email and digital channels. I learn platforms quickly. I work in Kraken every day, including Billing Master and KMT work. I can hold several live issues and still treat each person properly.
I have not worked in business banking. I would be learning Kiwibank products and systems. What I would not be learning from scratch is how to listen, build trust under pressure, and follow through for a business customer.
I live in Wellington and can work hybrid. I am open to the other locations if that is where the team needs me.
Ngā mihi,
Raman Prasad
021 034 8290 · ramanprasad.eth@gmail.com