• Application Deadline: Wed, 16 Aug 2023 00:00:00 GMT
• Position: Customer Service Operations Supervisor


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 6 years


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Responsible for major activation & maintenance processes in the customer lifecycle management process


• Pre-setup validation and submission of customer details to an independent field team for further validation before onboarding.


•  Verifying and onboarding new customers on IE’s billing platform


• Ensure accurate and up-to-date customer data on customers for compliance


•  Support the sales team with churning report (suspension, dormant) to aid billing efficiency.


•  Timely transfer of debt to DCM with the purpose of 80% debt recoveries


•  Liaising with the field revenue and billing team in migrating customers outstanding


•  Daily review of customer accounts per UT for instances of suspicious activities.


•  Authenticating and validating all customer info change requests (change of name, address, etc.) before implementation.


• Initiating all account status change requests and liaising with the billing team to ensure that these requests are processed.


• Initiating “stop-billing” for prepaid customers.


• Ensure account numbers are properly assigned to customers requesting for new setup based on DT and Feeder mapping.


• Generate monthly reports for the BU’s decision making on all customer maintenances: Change of Name/Address, Tariff Reclassification requests, Account Reactivation and Account Suspension Requests.


•  Analyzing meter installation reports and flagging all exceptions for BU management decision making.


• Commercial feasibility checks and Monitoring of Aging analysis