CUSTOMER SERVICES AGENT
Job Description/Key Responsibilities
We’re excited to announce the search for a results oriented and motivated Senior Customer Services Agent to join our team at the Customer Services Department – PARIKA.
Interested candidates with the requisite qualifications and experience are invited to apply for the position.
JOB SUMMARY
Under the general supervision of the Supervisor, the incumbent will be responsible for the delivery of a high quality of service to our customers.
KEY RESPONSIBILITY AREAS:
1. Respond to customer enquiries
2. Log customer queries
3. Record accounts to be exempted from disconnection, pending field investigations or adjustments
4. Apprise Supervisor of resolved queries and accounts to be removed from disconnection exemption.
5. Raise Service Orders for Field Investigations
6. Update completed Service Orders
7. Resolve outstanding queries based on completed field investigations
8. Follow up on outstanding investigations
9. Prepare adjustments to customers’ accounts
10. Print duplicate bills
11. Provide feed-back to customers based on queries
12. Advise Maintenance Unit on changes to be made to customer’s account
13. Prepare payment arrangement contracts for customers
14. Process customer applications for new services, Change of Tenancy
15. Prepare Service Orders: –
i) New service investigations
ii) Final bill (customer move out), etc
16. Provide update to customer on service applications
17. Prepare reports for Change of Tenancy Committee
18. Prepare customer correspondence of payments for capital contribution, transformer testing, etc and attach same to customer’s account as a record
19. Prepare relevant batch entries (cash adjustment/deposit processing)
20. Prepare payment invoice
21. Receive payments in the form of cash and cheques.
22. Place revenue stamps on consumers’ receipts
23. Prepare Performance Plan
24. Perform other duties that may be assigned to you within the scope of your employment, from an Authorized Officer.
COMPETENCY PROFILE:
Ø Considerable knowledge on method of handling cash & accounting principles and practices
Ø Knowledge of CIS functions
Ø Knowledge of other computer software associated with customer service information
Ø Conversant with the Standard Terms and Conditions of Electric Services, Electricity Sector Reform Act, GPL’s License
Ø Must be able to multitask
Ø Ability to work without Supervision
Required Qualifications and Experience
Four (4) subjects C.S.E.C, including English Language and Mathematics, plus certificate in Computer Studies, with three (3) years relevant experience.