Customer Service Officer at BOTSWANA POWER CORPORATION

Main purpose of the position

Attends to customer enquiries, complaints and supports customers through processing applications, quotations, refund claims, notifications, payments, service orders for the supply of electricity in accordance with laid down policies and procedures to ensure the achievement of BPC’s strategic objectives.

Job Responsibilities

• Carries out prescribed client management activities and provides support to others by following existing procedures.
• Receives, attends and resolves all customer queries and complaints on BPC products and services that are raised through any communication channels (in person, telephone, email e.t.c)
• Advises customers on connection schemes, electrification requirements, costs, procedures to promote the supply of power
• Carries out prescribed internal client management activities and provides support to others by following existing procedures.
• Creates and maintains all service notifications to communicate and escalate customer priority issues to other departments specifically for customer requests, complaints and queries
• Creates Business Master Data, Technical Master Data in the system
• Maintains and updates customer data in the system for management and statistical reporting
• Maintains and files customer records and ensures the safekeeping and distribution of records in accordance with policies and procedures
• Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
• Provides operational support by performing prescribed routine activities using existing systems and protocols.
• Receives and processes customer applications in the system
• Prepares technical and financial quotations, advising customers on costs relating to their electricity connections
• Processes customer supply agreement/disconnection forms, issues a connection/disconnection order for switching on/off supply
• Prepares service orders for approval by Senior Customer Services Officer/Distribution Senior Technical Officer and forwards them to Projects for installation
• Investigates and prepares consumer refund claims in accordance with laid down procedures for submission to Senior Customer Services Officer/Distribution Senior Technical Officer
• Processes debit/credit memos in the system and informs the customer accordingly
• Delivers support services (mostly of a routine nature) by using sales systems and protocols
• Creates and processes payments of non-energy related sales specifically damaged property cables/poles, meter fraud, re-inspection, meter test, ready box, BPC tender documents, meter base
• Checks customer creditworthiness in ITC and advises accordingly
• Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to

Qualifications

• Diploma in Business, Marketing, Electrical or related area

Experience

• At least 3 years post qualification experience in a customer service environment.

Competencies