CUSTOMER SERVICE REPRESENTATIVE – Energy Fiji Limited (EFL)

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

Key Responsibilities:

• Respond to telephone enquiries from EFL customers and contractors requiring assistance in resolving a particular problem or complaint;
• Provide information and assistance to assist customers resolve or better understand their problems or enquiries in relation to billing, new connection, disconnection and reconnection;
• Utilize Gentrack to extract relevant information to assist EFL customers and contractors with their inquiry;
• 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,

Key Requirements:

• The candidate should have Diploma or an Advanced Diploma in Business Studies/ Front Line Management/ Quality Management/ Commerce/ Hospitality Management or in a related discipline. Degree in Business Studies/ Front Line Management/ Quality Management/ Commerce/ Hospitality Management or in a related discipline will be an added advantage.
• 2-3 years’ experience in a similar role in with good telephone etiquette and excellent customer services skills is required;
• Sound knowledge in computing and experience in the Gentrack Billing System would be an added advantage.