PART TIME CUSTOMER SERVICES REPRESENTATIVE – 5 POSITIONS (CENTRAL)

The position will be based at the Energy Fiji Limited’s Head Office and will report to the Team Leader Contact Centre.

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 inquiries from EFL customers and contractors requiring assistance in resolving a particular problem or complaint;
• Identify customer's queries thru 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
• 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;
• Maintain confidentiality of the organization’s customer data base;
• Adhere to Contact Centre work process, procedures and schedule;
• Relieve at other sections within the SBA, such as cashiers and customer care front office;
• Display excellent interpersonal and customer services skills at all times;
• Carry out any other duties assigned by the Team Leader Contact Centre and duties assigned within the SBA,
• Suggest Contact Centre process improvements and participate in Customer Services initiatives for increased effectiveness
• Required to work on a 24/7 shift basis as per the rostered shifts – weekends and public holidays;

Key Requirements:

• A Degree or a Diploma, or a Certificate with a minimum of two (2) years of relevant work experience. Qualification to be in the field of Business Studies, Front Line Management, Quality Management, Commerce, Hospitality Management, or related discipline;
• 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.

CONFIDENTIALITY

• The Organization requires that you will not either during or after your employment without EFL’s written consent divulge any information concerning EFL’s transactions or affairs, which may come to your knowledge during or in the course of your employment with the company.

EFL IS AN EQUAL OPPORTUNITY EMPLOYER