CUSTOMER SERVICES REPRESENTATIVE - CUSTOMER CARE – NADI (WESTERN)

The position will be based at the Energy Fiji Limited’s Nadi 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