The positions will be based at the Energy Fiji Limited’s Namoli House, Lautoka 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.
-
- 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.
For applications or more information please visit https://efl.com.fj/careers/job-vacancies/ .
