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

Job Description

• To address customers’ complaints/inquiries through effective and efficient customer services to mitigate customers’ dissatisfaction and escalation to regulatory bodies.

Job Responsibilities

• Ensure response to customers’ enquiries, requests and complaints.
• Creates and manages customer log–database (CRM) to record, monitor and track all customers’ complaints. (Open tickets, ensure timely resolution and close resolved tickets).  
• Liaise with relevant departments/units for possible and timely resolution of customer issues and actively participate in resolution of outstanding issues).
• Ensure positive feedback from customers based on Customer Care interactions.
• Escalating suspected malpractices such as meter by-pass and energy theft to preserves revenue streams.
• Liaises with FETs cashiers to monitor system down time and escalate as appropriate.
• Resolutions of NERC related Complaints.
• Informs and sensitises customers in line with operational updates.
• Ensure customer care environments are neat, well organized and in line with regulatory standards (installation of informative Banners, Posters, handbills).
• Prepare regular reports to unit lead based on pre-defined KPIs (response time; issue resolution; new accounts, etc.) and suggest improvement recommendations.
• Carry out other sundry assignments that may be assigned by Team Lead, Customer Care.

Job Requirements

• B.Sc / HND Mass Communication, Journalism
• A Bachelor's Degree in any field.
• A postgraduate professional certificate in relevant field. (Added advantage).
• Membership of relevant professional bodies.
• At least 0-3 years post qualification experience must have been in customer services or marketing of products and call centre.