Call Centre Agent at Ikeja Electricity Distribution Company

ROLE PURPOSE

Responsible for receiving audio complaints from various sources such as consumers, the CEO- IE, Consumer Protection Council (CPC), NERC, Independence Corrupt   Practices (ICPC), IKEJA forum of NERC etc.

ROLE ACCOUNTABILITIES

• Obtains client information by answering telephone calls; 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.

Assist in Carry out any other duties as requested by Head customer Service and Head of Department.

MINIMUM REQUIREMENTS

• This role requires a first degree or its equivalent diploma qualification.

Requires between 1-2 years relevant work experience with advanced/ extensive knowledge and mastery of relevant theories, principles and complex techniques gained through broad experience or special development.

Technical Competencies

• Possesses current knowledge of profession.
• Knowledge of the business
• Good customer service management
• Good Phone Skills
• Good Analytical skills
• Commitment to Task.