Job Purpose:

The role will be responsible for customer interaction within Utilities and will ensure all faults are logged, reported and actioned within an agreed SLA.  

The Senior Specialist – Call Agent role closely interacts with customers across all utilities. The role e shall receive costumer calls, complaints and updates whilst adhering to the highest standards of customer satisfaction goals and KPIs as set by the senior management. Key responsibilities also include managing calls, handling complaints, and resolving issues within the set SLAs as per the set procedures, guidelines and strategies.  

Job Responsiblities:

Functional Responsibilities 

• Implement and execute tasks and activities as laid out in the SLAs, focusing on the enhancement of customer service operations to ensure a high level of customer satisfaction. 

• Receive customer calls pertaining to feedback, complaints, service and/or repairs. 

• Record details related customers complaints and Laison with relevant department for resolution of complainants / requests. 

• Deliver top-tier service in all customer interactions, ensuring concise and accurate communication while delivering solutions in a timely manner. 

• Assign Ticket No. (in IT system) to customer’s complaint / request and assign to relevant department for its resolution 

• Follow up internally to ensure timely resolution of customer’s complaint / request 

• Update the status (in IT system) to customer’s complaint / request after closure or escalate to higher authorities for further investigate 

• Maintain a central repository of customer data 

• Conduct customer satisfaction surveys and feedback time to time and analyze the results 

Policies, Systems, Processes, Procedures, Standards and Reports 

• Follow all relevant functional policies, processes, standard operating procedures, and instructions to ensure that work is carried out in a controlled and consistent manner.  

• Provide the necessary information and data for the preparation of accurate and timely functional MIS statements and reports to meet corporate and functional requirements, policies, and standards. 

Safety, Quality & Environment  

• Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude. 

Continuous Improvement    

• Contribute to the identification of opportunities for continuous improvement of department’s systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement. 

Qualification & Experience:

• Bachelor’s degree  Business Administration, Communications, or related field.2-4 years of relevant experience in  customer support role or call centre preferred. Experience in handling customer complaints and inquiries in the utility sector would be a plus. 

• Proficiency in using customer relationship management (CRM) software and other similar tools. Basic knowledge of MS Office Suite (Word, Excel, Outlook).