Call Center Agents wanted at Ikeja Electricity Distribution Plc

Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (IE), Nigeria's largest power distribution network, came into existence on November 1st, 2013 following the handover of the defunct Power Holding Company Of Nigeria (PHCN) to NEDC/ KEPCO Consortium under the privatization scheme of the Federal Government.

The consortium has the Korean Electric Power Corporation (KEPCO) which generates about 84,000MW in capacity and has a global efficiency record of a maximum down time period of slightly above three minutes annually as technical partners.

This partnership has positioned IE to effectively drive its commitment to deliver efficient and sustainable power supply through investments in new technology, infrastructure upgrade and human capital development.

Ikeja Electric has a customer Population of 657,444 spread across the 11 Business units including Abule-Egba, Akowonjo, Ikeja, Ikorodu, Ikotun, Ipaja, Odogunyan, Ogba, Ojodu, Oshodi and Somolu.

We are recruiting to fill the below position:

Job Title: Call Center Agent

Location: Lagos

Role Purpose
A customer-focused individual; will be responsible for a number of customer-oriented tasks in a call center environment.

These responsibilities include:
Responding to customer open/close requests,
Customer inquiries, and requests for account information,
Coordinating service requests,
Determining the most effective resolution to customer issues and maintaining customer accounts.

Experience and Qualification:
Bachelor's degree in any relevant field with a minimum of 2 years experience as a call center agent

Role Accountabilities:
Respond to billing inquiries and handle customers’ high bill complaints
Provide information about company programs, products and services
Report electric emergencies and outages
Provide data to customers requesting new services and/or construction
Seek resolution of customer complaints
Respond to utility commission and agency inquiries
Updating customer account.

Excellent oral/written communication and interpersonal skills
Professional and courteous demeanor
Ability to multi-task in a fast-paced, high-volume environment
Excellent problem-resolution skills
Strong systems skills
Ability to learn, retain and apply large amounts of product, procedure, policy and system information
Ability to meet established productivity, effectiveness, training, sales (if applicable) and quality goals
Ability to accept and incorporate constructive feedback to improve performance
Flexibility in responding to change or business needs
Willingness to help peers
Excellent attendance and punctuality
Good team player
Male candidate is most preferred
Candidate must be fluent in Igbo or Hausa language


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