Back-office Officer at Ikeja Electricity Distribution Company

Reporting To: Back - Office Support Lead

Role Purpose

• This role is responsible for all related back-end functions ranging from activating, troubleshooting to implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.

Responsibilities

• Manage specific back office queues / dashboards for complaint resolution and subsequent feedback to customers.
• Collate and dispatch all payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team
• Spool, schedule and batch complaints escalated from various touch points requiring second level checks, authentication and validation before subsequent processing.
• Update resolution feedback received from cross functional units including field technicians, treasury and billing on various platforms and relationship management tools
• Directly manage complaints emanating from various financial institutions and integrators (NIBSS, Interswitch & ETOP) regarding payments and other customer account validation requests. 
• Provide first level support for all CCRs across the touch points for complaints that requires validation and second level checks.
• Manage complaints via the IE customer portal; this involves scheduling and strategically mapping them to various Business Units & sister departments.
• Provide backend/ technical support to the various social media backend platforms (Livechat, Twitter & Facebook).
• Directly manage system generated requests from the Customer Service section of the website; this includes: Request for new connection, Whistle blowers, Energy theft reports, and bill delivery options.
• Liaise with cross functional units (NMD, VSL, Billing, Treasury & IT) in resolving complaints around Mismatch (Name, Address & Tariff), Token generation (Key Change, Factory set, Credit Token), credit claims, confirming customer account updates (IE PINS, CONLOG) and other oversight functions.
• Carry out all other functions as designated in line with achieving the departmental objectives. 

Minimum Qualifications

• Relevant Bachelor Degree with a minimum of 2 - 3 years relevant work experience in a back office position in a service company.

Technical Competencies:

• Quality Assurance Management.
• Customer Support.
• Customer Focus.
• Payment Solutions/ Strategy.
• Data Gathering & Analysis.

Behavioral Competencies:

• Communication and Interpersonal Relations.
• Supervisory/Managerial Skills.
• Problem Solving and Decision Making.
• Managing Resources.
• Business Focus.