The position will be based at the Energy Fiji Limited’s Ba Customer Care and will report to the Team Leader Customer Care Western.

Key Responsibilities:

• Analyze and identify customer inquiries efficiently and accurately from EFL customers and contractors requiring assistance in resolving a particular problem or complaint;
• Identify customer problems and offer solution to customers in regard to General Inquires, Billing inquiries, Disconnections and Reconnections, New connections or any alternation to their current power connection;
• Work effectively in a multi-discipline team environment where work priorities and demands are constantly changing;
• Utilize Gentrack to extract relevant information to assist EFL’s Customers and Contractors with their inquiry;
• Analyze or vet new installation applications and check that all the documentations are in order for processing and advise customer accordingly;
• Able to make decision after analysing a complex case in regard to documentation;
• Ensure compliance to policies, processes and procedures in relation to other services provided by EFL;
• Educate the customer about the EFL’s products and services and direct them towards available resources for self-help;
• 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;
• Work without supervision;
• 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 and other duties assigned within the SBA.

Key Requirements:

• A Diploma in Business Studies/ Front Line Management/ Quality Management/ Commerce/ Hospitality Management; or a Diploma in a similar discipline from a recognized tertiary institution;
• Experience in Customer Service is essential;
• Must have comprehensive experience in standard Microsoft applications software and standard Microsoft applications software;
• Comprehensive experience in Gentrack billing system is an added advantage.

EFL IS AN EQUAL OPPORTUNITY EMPLOYER