Senior Customer Service Specialist - Sales Admin

Address and resolve escalated customer inquiries, complaints, and service disruptions promptly.

Provide accurate information about electricity services, tariffs, and billing procedures.

Ensure timely communication during outages and restoration updates.

Act as a point of contact for complex or high-profile customer cases

Develop and implement customer service standards and best practices.

Monitor and analyze customer feedback to improve processes and service delivery.

Ensure compliance with company policies and regulatory requirements.

Work closely with technical teams to resolve service issues and ensure clear communication with customers.

Collaborate with billing and metering departments to address disputes or discrepancies.

Prepare detailed reports on customer service metrics, including response times, resolution rates, and customer satisfaction.

Identify trends and recommend improvements based on data analysis.

Follow up report showing updated customer situation

Utilize CRM (Customer Relationship Management) tools to document and track customer interactions.

Advocate for technology upgrades to enhance the customer experience.

Bachelor's degree in any field

5+ years in customer service, preferably in the utilities or electricity sector.

Strong communication and interpersonal skills.

Problem-solving and conflict resolution abilities.

Knowledge of electricity distribution processes and regulations.

Proficiency in CRM software and office applications.

Leadership and team management experience.

Ability to build client relationships easily

Analytical skills and problem-solving skills

Presentation skills

Customer-focused mindset.

Ability to handle high-pressure situations effectively.

Analytical thinking and attention to detail.

Commitment to service excellence and continuous improvement.

Excellent at Microsoft office