Customer Service Representative - Contact Centre - 2 Positions (CENTRAL)

The positions will be based at the Energy Fiji Limited’s Head Office, Suva and will report to the Team Leader Contact Centre (Central).

Key Responsibilities:

• Analyze and Identify customer inquiries efficiently and accurately from EFL customers and contractors requiring assistance in resolving a particular problem or complaint over the phone;

• 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;

• Respond to telephone , email and webchat  inquiries from EFL customers and contractors requiring assistance in resolving a particular problem or complaint;

• Identify customer's queries thru asking proper probing questions;

• Utilize Gentrack to extract relevant information to assist EFL Customers and Contractors with their inquiry;

• Quick thinker to be able to handle Emergency Calls and escalate genuine emergencies to Controllers as soon as received;

• Direct all customers’ queries over the phone to the right section/department;

• Maintain confidentiality of the organization’s customer database;

• Adhere to Contact Centre work process, procedures, and schedule;

• Relieve at other sections within the SBA, such as cashiers and customer care front office when the need arises;

• Required to work on a 24/7 shift basis as per the rostered shifts – weekends and public holidays;

• Display excellent interpersonal and customer services skills at all times;

• Register, acknowledge, respond to and or resolve customer correspondence regarding all types of enquiries and complaints through incoming emails, web portal and web chat contact when at support;

• Schedule, assign or act on any required customer follow-up and call customers for feedback or advice of planned / unplanned shutdowns, faults complaints, reconnections, disconnections, billing enquiry and any other EFL services related enquiry when at support;

• Administration work at support; registering, signing and delivery of documents, timesheets and requisitions to respective sections, preparation of purchase orders / requisitions, ordering of stationery and other materials as requested by the Customer Services SBA sections;

• Liaise with the Network team and the Fiji Sun to coordinate daily shutdown and advertise accordingly and email / Call all corporate customers affected by the planned shutdown aday before shutdown;

• Alert Management of issues or concerns that require  escalation  for complete resolution or which may indicate a larger, underlying problem;

• Liaise with the Controllers at NCC on Faults and other related issues;

• Ensure reports are done and proper record keeping for all accounts;

• Sending SMS to affected customers when there is planned or unplanned outage or for any important message that needs to be broadcast to customers;

• Take on and complete any additional responsibilities/tasks given by the Contact Centre Management Team;

• Suggest Contact Centre process improvements and participate in Customer Services initiatives for increased effectiveness.

Key Requirements:

• A 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;

• The incumbent 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