Customer Relations Officer at Ibadan Electricity Distribution Company (IBEDC) Plc

Location: Ibadan

Job Description

• To effectively coordinate the distribution of IBEDC’s customer bills and facilitate revenue collection.      

Responsibilities
General:

• Meter reading and management of meter reading books
• Handling of service connection like application
• Detecting illegal service connection
• Reporting faulty/ defective meters
• Legalizing non-registered consumers
• Pursuing the collection of bad debts
• Disconnection/ reconnection
• Explaining estimated billings
• Explaining sensitive issues such as tariff changes
• Disseminating load shedding schedules
• Other commercial functions

Specific:

• Embarks on field trips to read customer meters for capture on approved billing/reading sheets and liaises with relevant departments to generate customer bills
• Distributes customer bills within required timeframe - ensures timely and effective distribution of customer bills
• Assist in meeting revenue targets for Business hubs - participates in revenue collection activities according to company policies and stipulated regulations to meet set revenue targets
• Escalates revenue leakage issues to the relevant departments when identified e.g. illegal connections, tampering of meters, etc.
• Establishes, develops and maintains business relationships with current customers to ensure high customer satisfaction
• Identifies prospective customers (unregistered customers, new businesses, etc.) and ensures they are adequately captured in the customer database
• Attends to customer queries/complaints on the field and escalates to proper channels to ensure such complaints are captured and addressed accordingly
• Keeps abreast of market trends and supplies management with insights on customer needs, problems, interests and innovative ways for service delivery
• Get customers both old and new on metering including the CAPMI scheme.

Qualifications and Requirements
Educational Qualification:

• A good Bachelor/OND or equivalent in any field. Social Sciences, Arts, Administration is preferred.

Desired Experience

• At least 2 years of experience in a marketing role (esp. field based distribution)

Competence Requirements:

• Understanding of the business of IBEDC and related businesses in the electricity sector
• Strong Customer Relation Management skills
• Strong problem solving and analytical skills
• Good interpersonal, persuasion, negotiation and communications skills
• Knowledge of billing/collection practices, procedures
• Proficient in the use of Microsoft Office suite and relevant billing applications utilized by IBEDC
• Good analytical and numerical skills with the proven ability to pay attention to detail.
• Goal Oriented.