Job Description

 Job Overview:

We are seeking a dedicated and customer-oriented Call Centre Executive to join our team for an exciting Utilities Project. The ideal candidate will be responsible for providing exceptional service to customers, handling inquiries related to utility services, and assisting with troubleshooting, billing issues, and account management. This position requires strong communication skills, problem-solving abilities, and a commitment to delivering high-quality customer service in a fast-paced environment.

Key Responsibilities:

• Customer Support: Answer inbound calls and handle customer inquiries regarding utility services (e.g., billing, account status, payment issues, service outages, etc.). 
• Issue Resolution: Provide accurate information and resolve customer issues related to utility services, ensuring a positive customer experience. 
• Account Management: Assist customers with utility account management tasks, including updating account information, processing payments, and managing service requests. 
• Billing & Payments: Address billing inquiries, clarify charges, and process payments or adjustments when necessary. Escalate complex billing issues to the appropriate department. 
• Service Outages: Communicate updates and resolution timelines for service interruptions or outages, offering alternative solutions where applicable. 
• Documentation & Reporting: Accurately log customer interactions, inquiries, and issues in the CRM system. Follow up on outstanding issues and ensure resolution within established service levels. 
• Escalation Management: Recognize when issues need to be escalated to higher-level management or specialized teams for resolution. 
• Customer Education: Educate customers on available services, payment options, and how to navigate their utility accounts. 
• Adherence to Policies: Ensure compliance with company policies, including data privacy regulations, and follow standard operating procedures for handling customer interactions. 

Job Requirements

Qualifications and Requirements:

• Education: High school diploma or equivalent (additional certifications in customer service or utilities-related fields are a plus). 
• Experience: At least 1–2 years of experience in a call centre or customer service environment, preferably within the utilities sector. 
• Skills: 
• Strong verbal and written communication skills. 
• Ability to manage and resolve customer complaints with professionalism and empathy. 
• Knowledge of utility services (electricity, water, gas, etc.) and common customer issues. 
• Excellent problem-solving skills and attention to detail. 
• Proficiency in using call centre software, CRM systems, and basic Microsoft Office applications. 
• Attributes: 
• Customer-centric with a passion for delivering high-quality service. 
• Adaptability and ability to thrive in a fast-paced, dynamic environment. 
• Strong organizational skills and the ability to manage multiple tasks simultaneously. 
• Ability to remain calm and composed under pressure.

Skills