Contact Centre Agent | Botswana Power Corp | Morupule

Main purpose of the position

To handle inbound and outbound interactions and dispatching faults to field operators using available call logging systems for repair and quick power restoration to ensure customer satisfaction to all BPC customers and the public.

Job Responsibilities

• Responds to queries and complaints timeously to minimise and reduce influx of call into the Contact centre
• Contacts customers to confirm service restoration and updating available call logging systems for closure.
• Provides customers with information on BPC’s product and service to improve their knowledge base thus reduce customer queries and complaints.
• Handles and resolves customer complaints and escalates unresolved problems to Contact Centre Team Leader.
• Access required information for specific purposes using data management system
• Maintains Contact Centre database by updating customer information using the available call logging systems.
• Optimises call logging system to identify outstanding calls / queries, liaises with the relevant section to resolve them.
• Keeps equipment operational by following established procedures and reporting malfunctions.
• Access information from the external communication system and share it with relevant departments for further action
• Answers incoming calls, dispatching, handling emails, text and WhatsApp messages from customers
• Receives call and close them at first contact.
• Routes questions, provides information or directs requests as appropriate to relevant department for closure
• Contacts standby personnel in other departments to convey requests, provide instructions or obtain information. for customers
• Identifies and escalates priority/emergency issues.
• Opens and closes all calls according to the required standards to ensure that customers have been assisted accordingly.
• Follows up customer or public calls and provides feedback where necessary.
• Contacting customers to confirm service restoration and updating available call logging systems for closure.
• Directs field operators in outer stations to faults on the distribution network and resolving restored faults on the Call Logging system.
• Logs and dispatches faults to Customer Service Centres and following up to ensure resolution.
• Ensures that all safety and Safety, Health Risk and Environmental standards contained in the Corporation’s standards are adhered to

Qualifications

• Recognised Diploma in Contact Center Management/ Marketing/ Business Administration or related qualification

Experience

• At least two (2) years post qualification experience in a Customer Service or Contact Center environment.

Competencies