Responsibilities

  • Obtains client information by E-mail, letters, interviewing clients; verifying information.
  • Respond to billing inquiries and handle customers' high bill complaints.
  • Provide information about company programs, products and services.
  • Report electric emergencies and outages.
  • Provide data to customers requesting new services and/or construction and channel to appropriate office.
  • Seek resolution of customer complaints.
  • Respond to utility commission and agency inquiries.
  • Updating customers' account.
  • To take telephone calls on behalf of IE in order to fulfil customer requirements.
  • To know the most up to date information on all product and services of IE and be able to help customers in a quick and friendly fashion.
  • Maintains communication equipment by reporting problems.
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  • Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs
  • Assist in Carry out any other duties as requested by Unit Head and Head of Department

Minimum qualifications

  • This role requires a first degree or its equivalent diploma qualification
  • Requires at least 3 years relevant work experience with advanced/ extensive knowledge and mastery of relevant theories, principles and complex techniques gained through broad experience or special development

Technical Competencies

  • Knowledge of the complaint resolve process.
  • Knowledge of the business
  • Good customer service management
  • Good Analytical skills.
  • Commitment to Task

Behavioral Competencies

  • Ability to work under pressure and multi task effectively.
  • Good Verbal communication & interpersonal Skills.
  • Attention to Detail.
  • Persuasive.
  • Problem Sensitivity