Team Lead, Customer Care at MOJEC/CLOU Meters Company

Job Summary

• The candidate will be responsible for working with senior management team to transform and shape the future of Mojec customer operations to support customer service, metering and installations units.
• He/she will act as a subject matter expert and project lead on a variety of customer focused, metering and billing initiatives as defined by management.
• He/she will Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
• Resolving customer complaints, managing database records, drafting status reports on customer service issues.

Job Description / Requirements
Responsibilities:

• Participate in the continuous review of customer service  departmental activities and make recommendations for improvement to the Divisional Head
• Conduct research and stay abreast of latest technological trends and developments to ensure the continuing relevance of current practices as well as recommend necessary improvements/enhancement accordingly.
• Prepare agreed periodic activity and performance reports for the attention of the department head and other
• Supervise and ensure the provision of an effective help desk/end user support services to all company locations.
• Ensure availability and maintenance of an issue/query log.
• Organise and monitor delivery of relevant end users trainings.
• Coordinate periodic surveys to measure customer satisfaction levels and identify service improvement opportunities
• Knowledge on customer experience management and facilitate organic growth
• Taking ownership of customer issues and following problems through
• Increase customer satisfaction, loyalty and retention to meet the expectation
• May be requested to cover Disco operations and /or become a part of the standby solution provider as directed by Management
• De-escalate customer’s complaints, work closely with corporate communication manager and other managers to dampen escalation
• Handle all metering installation complaints across the social medias networks and channel them to the appropriate units for resolution.
• Supporting the realization of customer benefits and return of investments in smart metering rollouts
• Mentor and develop customer service personnel and nurture an environment for them to excel
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Maintain an orderly workflow according to priorities
• Resolve after sales technical issues.

Requirements

• B.Sc / MA Degree in Business Administration or related field
• 8+ years’ experience in related field management in leading a team of field representatives as well as overseeing all relevant functions such as meter reading, repairs, testing, installations/change of meters and other relevant metering issues.
• Experience in providing customer service support
• Working knowledge of databases and tools
• Customer Service Orientation
• Registration as a Customer Service Professional - CCSP, CSIA.

Knowledge / Skills / Abilities:

• Solid interpersonal and organizational skills
• Demonstrated ability to work both autonomously and as part of a team in a fast paced environment
• Working knowledge of Microsoft offices.
• Strong analytical skills, expert - level written and verbal communication skills and attention to detail
• Ability to synthesize data and translate insights into relevant usable actionable strategic and tactical recommendations.
• Knowledge of mobile workforce management systems
• Proficient in inventory management of equipment and the reconciliation of purchase orders, inventory shipment. Etc.
• Proficient in KPI reporting of all aspects of meter related activities including regulatory reporting requirements.