VAC 36/24 - CUSTOMER SERVICE REPRESENTATIVE - CUSTOMER CARE (WESTERN)
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