Reporting To: Business Unit Commercial Manager Role Purpose
Serve as key contact and liaison for customers to ensure total customer satisfaction.
Key Responsibilities
Coordinate the prompt handling of all customer service requests
Providing utmost customer satisfaction at all times.
Ensures reduction down time in customer complaint handling.
Resolves service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solutions to solve the problem, expediting correction or adjustments following up on resolution.
Respond to billing inquiries and handle customers’ high bill complaints.
Provide information about company programs, products and services to overall team and customers
Provide data to customers requesting new services.
Ensure all new and existing customer data are accurate
Recommends potential services to management by collecting customer information and analyzing customer needs.
Contributes to team effort by accomplishing related results as needed.
Ensure all complaints are being handled timely and properly
Receive customer feedback on a monthly and annual basis
Resolve customer queries and complaints within the district network.
Carry out initiatives to improve customer satisfaction, based on the corporate customer care policies, in the business unit and Undertaking.
Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs
Carry out any other duty as requested by Financial Accounting & Reporting Specialist or Financial & Administration Manager.
Minimum Qualifications
A Bachelor’s degree from a reputable University
Proficiency in MS Office (Word, Excel, and PowerPoint).
Competency in CRM and other operational applications
Minimum of 8-10 years’ experience in a similar role preferably within the banking or telecommunications industry.
Technical Competencies:
Good written and spoken communication
Understanding of the peculiar customer challenges of the power industry.
Results Driven.
Problem Solving and Analysis Skills.
Ability to multi-task.
Excellent time management and organizational skills.
Knowledge of local language and ethos.
Behavioral Competencies:
Team Player
Good interpersonal skills
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