Customer Excellence Officer
Core
First point of contact for utility customers via phone, email, and webchat, delivering excellent experiences through accurate processing and strict adherence to established processes.
Role type
Customer Service Representative
Builds
Utility customer service interactions
Domain
Utilities
Deliverable
client delivery
Required skills
Active listening, verbal communication, written communication, process adherence, attention to detail, problem-solving, IT system navigation
Responsibilities
Respond to customer enquiries via phone, email, and webchat; Achieve first-call resolution by following defined processes; Identify customers with complex needs and refer them to appropriate support services; Deliver high-quality service to internal and external stakeholders; Participate actively in team meetings and knowledge-sharing forums; Take ownership of personal development and continuous improvement