VAC 84/24 - CUSTOMER SERVICE REPRESENTATIVE - CUSTOMER CARE (WESTERN)
The position will be based at the Energy Fiji Limited’s Rakiraki Office and will report to the Team Leader Customer Services 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 solutions to customers in regard to General Inquiries, Billing inquiries, Disconnections and Reconnections, New connections or any alternation to their current power connection
- 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.
- Analyse or vet new installation applications and check that all the documentation are in order for processing and advise customer accordingly;
- Able to do decision-making after analyzing a complex case in regard to documentation.
- Ensure compliance with policies, processes, and procedures in relation to other services provided by EFL
- Educate the customer about the organization’s products and services and direct them toward available resources for self-help;
- Enter customer data and other relevant information into EFL database accurately as required;
- Maintain confidentiality of the organization’s customer database;
- 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:
- Diploma in Business Studies/Front Line Management/Quality Management/Commerce/Hospitality Management; or a Diploma in a similar discipline;
- Experience in a similar role. 2-3 of experience would be an advantage;
- 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