CUSTOMER SERVICE REPRESENTATIVE - CUSTOMER CARE (WESTERN)

16 October 2020

The position will be based at the EFL’s Namoli House and will report to the Team Leader Customer Service Western.

Key Responsibilities:

• Identify and handle customer enquiries efficiently and accurately from EFL customers and contractors requiring assistance in resolving a particular problem or complaint.
• Provide information and assistance to assist customers resolve or better understand their problems or enquiries in relation to billing, new connection, disconnection and reconnection.
• Work effectively in a multi-disciplinary team environment where work priorities and demands are constantly changing.
• Utilize Gentrack to extract relevant information to assist EFL Customers and Contractors with their inquiry.
• Handle new installation applications and check that all the documentations are in order for processing and advise customer accordingly;
• Ensure compliance to policies, processes and procedures in relation to other services provided by EFL;
• Educate the customer about the organisation’s products and services and direct them towards available resources for self-help;
• Complete necessary documentation to manage customer complaints, issues and subsequent solutions;
• Enter customer data and other relevant information into EFL database accurately as required;
• Maintain confidentiality of the organisation’s customer data base;
• Relieve at other sections within the SBA, such as cashiers when the need arises.
• Attend and follow up on customer inquiries in respect to Prepaid meters;
• Suggest Customer Care process improvements and participate in Customer Services initiatives for increased effectiveness;
• Carry out awareness in villages and communities.
• Carry out any other duty assigned by the Team Leader.

Key Requirements:

• The candidate should at least have Diploma in Business Studies/ Front Line Management/ Quality Management/ Commerce/ Hospitality Management; or a Diploma in a similar discipline;
• Experience in Customer Service would be an advantage;
• Experience in the Gentrack Billing system and Microsoft applications software will also be an advantage.

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