CUSTOMER SERVICES REPRESENTATIVE - CONTACT CENTRE (WESTERN)
14 February 2020
The position will be based at the EFL’s Office in NCC Vuda and will report to the Team Leader Contact Centre.
Key Responsibilities:
- Respond to telephone enquiries 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;
- Utilize Gentrack to extract relevant information to assist EFL Customers and Contractors with their inquiry;
- Handle Emergency Calls and escalate genuine emergency to Controllers as soon as received;
- Direct all customers’ queries over the phone to the right section/department;
- Maintain confidentiality of the organization’s customer data base;
- Adhere to Contact Centre work process, procedures and schedule;
- Relieve at other sections within the SBA, such as cashiers and customer care front office when the need arises;
- Required to work on a 24/7 shift basis as per the rostered shifts – weekends and public holidays;
- Display excellent interpersonal and customer services skills at all times;
- Register, acknowledge, respond to and or resolve customer correspondence regarding all types of enquiries and complaints through incoming mails, emails, fax and web contact when at support;
- Schedule, assign or act on any required customer follow-up and call customers for feedback or advice of planned/unplanned shutdowns, faults complaints, reconnections, disconnections, billing enquiry and any other EFL services related enquiry when at support;
- Administration work at support; registering, signing and delivery of incoming fax / documents, timesheets and requisitions to respective sections, preparation of purchase orders / requisitions, ordering of stationery and other materials as requested by the Customer Services SBA sections;
- Liaise with the Network team and the Fiji Sun to coordinate daily shutdown and advertise accordingly and email / Call all corporate customers affected by the planned shutdown a day before shutdown;
- Alert Management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem;
- Liaise with the Controllers at NCC on Faults and other related issues;
- Ensure reports are done and proper record keeping for all accounts;
- Take on and complete any additional responsibilities / tasks given by Contact Centre Management Team.
Key Requirements:
- A Diploma or an Advanced Diploma in Business Studies / Front Line Management/ Quality Management / Commerce/ Hospitality Management or a Diploma in a similar discipline;
- At least two years’ experience in a similar role;
- Experience in Contact Centre, Gentrack Billing system and standard Microsoft applications software would be an added advantage.