Back Office Support Lead at Ikeja Electricity Distribution Company

Reporting To: Head Customer Care
Job Type: Full time

Role Purpose

• Responsible for all related back-end functions ranging from processing of escalated complaints from all touch points, request from customers done remotely, troubleshooting with other departments to ensure resolution, implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.

Responsibilities

• Escalation Management: Responsible for processing specific complaints received by the CCRs across various touch points. The complaints handled by the back office team are complaints that require second level checks authentication and validation before subsequent processing.
• Service Scheduling: Responsible for spooling, validating, batching and mapping PPM/AMI complaints to the technical support team as well as updating feedback and resolution points.
• Pre-authorization: Act as the central collating and dispatch point for payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team.
• Application Management: Ensure that all Customer Care applications and portals are functioning and are updated as appropriate as well as escalating and following up with vendors/service providers to ensure that downtime are resolved and these applications/portals are accessible at all times.
• Eligibility Review: Review and validate all access and system credential requests prior to authorization by the Head Customer Care.
• Information Support: Provide first level support for the customer care team in accessing information with restrictive access rights. This provides some form of control in the sensitive information stream.
• Act as middlemen between Ikeja Electric and all vendors/contractors in communicating complaint trends, highlighting potential flags to and from customers for a quicker resolution.
• Payment Processing: Liaison with Channel partners (FCMB, ETOP, QUICKTELLER, BAXIBOX etc.) in authenticating, validating complaints and customer payment claims as well as providing feedback via approved platforms.
• UAT Management: Coordinate and supervise all User acceptance tests prior to the deployment of any application, software or soft tool to be used by the team.
• Working with cross functional teams/departments in ensuring that complaints escalated from the Frontlines across all touch points are handled promptly and given appropriate resolution within approved timeframes.
• Platform Monitoring: Acts as the 1st level authentication personnel by checking and ensuring data integrity on all customer data input platforms by carrying out checks on the Customer data entered across various touch points, checking its correctness and flagging all exceptions.
• New Service Maintenance Support: Supports the new service team by:
  • Managing a database of daily meter installations
  • Analyzing meter installation reports and flagging all exceptions
  • Authenticating and monitoring requests for the “stop-billing” process which ensures that the new prepaid customers stop receiving post-paid bills
  • Consistent liaison with IT and Billing to sustain an effective maintenance portal.
  • Liaison with cross functional teams in ensuring that all portals and platforms supporting operations of the new service team are operational.
  • Ensuring that all maintenance are sent before the due date and following up with relevant stakeholders to ensure that they are processed timely.
  • Carrying out all other functions as designated in line with achieving the departmental objectives.

Requirements
Minimum qualifications:

• Relevant Bachelor's degree with a minimum of 8-10 years relevant work experience in a back-office position in a service company

Technical Competencies:

• Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
• Good Data Analytic Skills
• Good Data presentation skills
• Versatile and good working knowledge of platforms and application management
• Behavioral Competencies
• Ability to work under pressure and multi task effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.