Customer Service Operations Supervisor at Ikeja Electricity Distribution Company

Responsibilities

• Responsible for major activation & maintenance processes in the customer lifecycle management process
• Pre-setup validation and submission of customer details to an independent field team for further validation before onboarding.
•  Verifying and onboarding new customers on IE’s billing platform
• Ensure accurate and up-to-date customer data on customers for compliance
•  Support the sales team with churning report (suspension, dormant) to aid billing efficiency.
•  Timely transfer of debt to DCM with the purpose of 80% debt recoveries
•  Liaising with the field revenue and billing team in migrating customers outstanding
•  Daily review of customer accounts per UT for instances of suspicious activities.
•  Authenticating and validating all customer info change requests (change of name, address, etc.) before implementation.
• Initiating all account status change requests and liaising with the billing team to ensure that these requests are processed.
• Initiating “stop-billing” for prepaid customers.
• Ensure account numbers are properly assigned to customers requesting for new setup based on DT and Feeder mapping.
• Generate monthly reports for the BU’s decision making on all customer maintenances: Change of Name/Address, Tariff Reclassification requests, Account Reactivation and Account Suspension Requests.
•  Analyzing meter installation reports and flagging all exceptions for BU management decision making.
• Commercial feasibility checks and Monitoring of Aging analysis