The positions will be based at the Energy Fiji Limited’s National Control Centre, 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:

• Candidate should 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.

All applications must reach EFL no later than 4:00pm Monday 25^th September 2023.

All applications will not be acknowledged and only shortlisted applicants will be contacted regarding an interview. If you have not been contacted by the Energy Fiji Limited, then your application has not been successful and we thank you for your interest in applying.

EFL IS AN EQUAL OPPORTUNITY EMPLOYER