CUSTOMER SERVICES REPRESENTATIVE – CUSTOMER CARE – NAUSORI (CENTRAL)

The position will be based at the Energy Fiji Limited’s Nausori Office and will report to the Team Leader Customer Services.

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.

• Work without supervision

• 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, Frontline Management, Quality Management, Commerce, Hospitality Management, or a related discipline.

• A pass in the Fiji Year 13 Examination or Certificate in aforementioned or related discipline may also be considered.

• At least 2 to 3 years' experience in a customer service or similar role 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

EFL IS AN EQUAL OPPORTUNITY EMPLOYER