Successful candidate will report to the Managing Director/Chief Executive Officer, and will be responsible for all activities in customer service, billing and metering. He/she will build a robust customer call center that will have the technology and service capability to address and promptly resolve customer issues. He/she will lead a major new program that will result in installed meters for all customers. The successful candidate will be highly proactive and a major change driver for the organization, employees and customers. He/she inter alia is expected to perform the following functions:
Working collaboratively, to design the functionality of a new system-wide customer call center, which will address customer issues regarding billing or service delivery.
Lead the market investigation and internal analysis to determine whether the call center should be in sourced or outsourced
Working with ICT and others, develop the information and communications infrastructure necessary to provide agents with the tools needed to understand customers’ usage and billing history and interact effectively with operations regarding service issuesStaff the call center and lead a rigorous training program
Enhance the capabilities of the billing department. Perform billing and collection analysis to optimize cash flow and income.
Design and lead a new program that will greatly enhance penetration of prepaid metering for all customers.
Collaborate with ICT to recommend a smart meter strategy for the future
Oversee meter vendor selection with regard to technology, features, pricing, installation and quality.
Develop and manage staff across a wide geography
Provides information by collecting, analyzing, and summarizing data and trends.
Manage and monitor follow-up of customer’s complaints and develop related reports
Support the corporate strategy to continuously improve performance and efficiency.
Bachelors’ degree in marketing, business, or related field. MBA an added advantage.
12-15 years’ experience in customer service for an organization with over 500 customers, with at least 10 years at managerial level
Skills and Competences:
Strong background in customer service and vendor relationship management
Familiarity with complex billing solutions and technologies
Change driver -Strong strategist and comfortable with change management
Deep personal commitment to customer satisfaction
Excellent conflict resolution and negotiation skills
Experience with developing a field service team
Strong Project Management skills