Position Title: Customer Service Representative
Responsible for receiving e-mails, walk-in complaints from various sources such as consumers, the CEO- IE, Consumer Protection Council (CPC), NERC, Independence Corrupt Practices (ICPC), IKEJA forum of NERC,Employee etc.
Obtains client information by E-mail, letters, interviewing clients; verifying information.
Respond to billing inquiries and handle customers’ high bill complaints.
Provide information about company programs, products and services.
Report electric emergencies and outages.
Provide data to customers requesting new services and/or construction and channel to appropriate office.
Seek resolution of customer complaints.
Respond to utility commission and agency inquiries.
Updating customers’ account.
To take telephone calls on behalf of IE in order to fulfil customer requirements.
To know the most up to date information on all product and services of IE and be able to help customers in a quick and friendly fashion.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs
Assist in Carry out any other duties as requested by Unit Head and Head of Department
This role requires a first degree or its equivalent diploma qualification
Requires at least 3 years relevant work experience with advanced/ extensive knowledge and mastery of relevant theories, principles and complex techniques gained through broad experience or special development
Knowledge of the complaint resolve process.
Knowledge of the business
Good customer service management
Good Analytical skills.
Commitment to Task
Ability to work under pressure and multi task effectively.
Good Verbal communication & interpersonal Skills.
Attention to Detail.