Connecting with people, finding solutions and thinking like a customer

Tuesday 8 August 2023

People are our energy source. We play different roles but it's our diverse capabilities and unique contributions that enable us to deliver, adapt and grow as a business. In our regular ‘People in Energy’ series we spotlight the work and careers of different individuals across our organisation. Here, we explore how no two days are the same for Krystal Adami.

Connections Subject Matter Expert Krystal Adami might be new to Jemena, but she’s no stranger to the energy sector.

“I’ve been working at Jemena for just under a year, but prior to joining Jemena I worked in the contact centre for energy retailer Simply Energy as a Team Leader, and in the quality, compliance and insights spaces,” she explained.

In her current role at Jemena, Krystal looks after cross metering, where a customer’s gas meter may be incorrectly assigned or connected to an alternate property.

“My work involves following cases from end-to-end, and investigating and rectifying any issues. I also support our field teams and retail partners when further information or guidance is needed on how to proceed with a connection.”

As a valued member of the Connections team, Krystal said Jemena is focused on continually improving the customer connections process.

“We endeavour to support our new connection customers by offering a timely service and provide updates along the journey via SMS and email. Gas is often the last piece of the puzzle for our customers in their home-building journey and we are always looking  for ways to improve and provide a seamless experience for our customers,” she said.

Krystal said that innovations in technology are helping to ensure the right gas meter is associated with the right house and that customers receive accurate bills.

“We recently implemented a new customer relationship management system. The new program allows all of our staff to help customers, no matter what part of the business they are in, and have an end-to-end visibility of the customer's journey with our business. We have at our fingertips a complete overview of their history with us, to be able to effectively support and assist our customers with their enquiries,” she said. 

Krystal said that overall, the best part of her role is connecting with people.

“Overall, I love that my role is challenging and exciting. My favourite part of the role is the variety - no two situations, or  solution, is the same, and the complexity of the energy industry always keeps things interesting.

“I’ve enjoyed meeting our people who work in the field. Being able to visit our worksites and get that on-the-ground experience which greatly benefits my day-to-day work and helps me to ensure our customers get the best outcome for their needs. It’s been an amazing journey with Jemena so far,” she concluded.