To plan, lead and coordinate Customer Service activities to ensure efficient and effective delivery of products and services in line with customer service standards.
| KEY PERFORMANCE AREA | DUTIES |
| Client & Customer Management | Assists in managing client and customer (internal and external) relationships.
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50 Liaises with local authorities, establish consultative forums with other stakeholders on electrification programs, initiates load research in identified areas and proposes network extensions. Coordinates customer satisfaction surveys to ascertain BPC customer concerns and quality of service to ensure efficient and effective delivery of services and recommend remedial action. |
| Data Collection & Analysis | Works independently to collate and analyze data using pre-determined tools, methods and formats
Prepares periodic performance reports on the activities of the customer care section and develops and monitors the implementation of the necessary remedial action to ensure continuous improvement. |
| Operational Management | Provides operational support services and sometimes acts as first-line supervisors of a transactional operations area while using existing systems and protocols.
Supervises and monitors the processing of quotations and service orders for the supply of electricity for projects and intervenes where necessary so that approved policies, procedures and processes are adhered to in order to ensure sustained high performance standards. Reviews and approve variations and securities/guarantees for power users to ensure completeness and accuracy prior to submission to the customer. Prepares pioneer customer refunds for consumers to ensure customer satisfaction and compliance to Corporation procedures. Conducts monthly audits on applications for electricity, quotations, and payments, connections to ensure that they are correctly captured, evaluates errors and notifies respective processors accordingly for corrections. |
| Policy Development & Implementation | Delivers prescribed outcomes by working within established procedures. |
| Budgeting & Costing | Performs simple procedural tasks to support the budgeting process. |
| People Management | Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation’s objectives
Manages the performance of the team by working within a performance management system Proposes and implements staff development plans for the area of responsibility to ensure competent, efficient and motivated staff |
| Safety, Health, Environment | Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to. |
Recognised Degree in Business/Commerce or equivalent from a recognized institution
Three (3) years post qualification experience in a customer service environment.
| TECHNICAL SKILL | DESCRIPTION |
| Customer Service Delivery | Works without supervision while providing technical guidance as needed on meeting high customer service standards. |
| Data Collection & Analysis | Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making. |
| Data Management | Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives. |
| Reporting | Works with guidance (but not constant supervision) to create relevant, lucid and effective reports. |
| Computer Skills | Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. |
| Planning & Organizing | Works with guidance (but not constant supervision) to create relevant, lucid and effective reports. |
| Writing Skills | Uses clear and effective writing skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies. |
| Verbal Skills | Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies |
| BEHAVIORAL SKILL | DESCRIPTION |
| Team Leadership | Builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives. Specifically, creates positive team culture; for example, ensuring others follow the expected ways of working. |
| Initiative | Acts proactively to avoid problems or identifies and takes advantage of opportunities. Specifically, is proactive; for example, recognizing and acts on current opportunities or problems and takes action. |
| Drive for Results | Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, strives to meet challenging goals; for example, setting ambitious, but realistic goals for performance improvement (for self and/or own team). |
| Analytical Thinking | Thinks through issues by separating out the parts of the problem or situation and thinking things through systematically. Applies judgement on the basis of evidence and reasoning. Specifically, sees basic relationships; for example, identifying simple cause and effect, or if-then relationships. |
| Adaptability | Responds to differences and changes in the internal or external context, taking a flexible approach to reach business outcomes. Specifically, acts flexibly in the moment; for example, altering his/her behavior to fit the situation or get the job done. |
| Self-Control | Maintains control of their emotions even under difficult situations in order to continue to perform effectively. Specifically, demonstrates resilience; for example, dealing well with ongoing business stress. |
| Attention to Detail | Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, monitors others’ work; for example, checking to ensure that procedures are followed |
| Collaborative Influence | Win the hearts and minds of others across boundary collaborations and to do the right thing, regardless of formal authority. Specifically, invites individual cooperation; for example, inviting the sharing of alternative solutions or viewpoints. |
| Customer Focus | Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, corrects problems; for example, communicating with customers regarding expectations, to monitor delivery and satisfaction. |
| Information Seeking | A desire to know more and seek information to inform decisions. Specifically, explores; for example, establishing the facts by digging deeper, asking probing questions and challenges first responses. |
| Understanding Others | Takes an active interest in other people. Seeks to understand their individual perspectives and concerns and accurately hears the unspoken or partly expressed thoughts, feelings and concerns of others. Specifically, actively listens; for example, repeating what was heard to check understanding, particularly in difficult conversations. |
- Meeting customer expectations (including dealing with disgruntled customers)
- Resource constraints
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