Performs intermediate technical and responsible administrative work supervising and participating in the Customer Management Service/Utilities Billing related work as required for PDO in the concession area.
This position is responsible for ensuring that the utility operation is conducted efficiently and that billing and collection procedures are maintained on a timely basis.
Support RE Programme Unit to collate and prepare quarterly Business Plan Reports
Bachelor degree holder with a minimum of 3 - 4 years experiences or Diploma (HND) holder with a minimum of 6 years experiences in one of the following disciplines/major in Real Estate (RE) function or Hospitality Industry:
Shall have at least 2 - 3 years experience in similar role or previous experience in performance & planning area or equivalent.
Experience of working with diverse cultural/business environments
Strong interpersonal skills to collaborate and develop trust and credibility with varied stakeholders
Awareness of relevant data types to allow efficient communication with stakeholders and service providers.
Focus and attention to detail and high degree of achieve¬ment drive and initiative
High level of customer orientation and service capabilities.
Thorough knowledge of Company policy and local authority regulations regarding utility billing and utility customer services.
Thorough knowledge of the policies, procedures and processes of the PDO in handling customer services issues and concerns.
Thorough knowledge and understanding of the various utility rates and schedules.
Supervises and assigns work to Meter Readers in the accomplishment of utility turn on/turn off services, and the accurate reading of meters according to established schedules.
Reviews the final pre-bill and utility billing exception report and assures problems with bills are corrected including checking to ensure proper input of readings.
Assures that the meter reading equipment is maintained and working properly and works with the Data
Ensures of enhancing and correcting problems with the programs associated with the meter reading system.
Receives customer service complaints, determines facts and resolves issues ensuring that are properly administered via the internal or authorized offices.
Ensures established financial procedures are followed in the receiving, handling, and processing of case, and establishes procedures to minimize losses and errors in handling and recording transactions.
Coordinate and prepare utility reports and analysis as and when required.
Efficient administration of the Operations staff data-base, updating information on latest changes, for the large number of staff, with constant intakes and transfers.
Verification of staff related issues with other concerned departments and sections.
Ensuring all PDO employees and contractors under your team, support and promote safety awareness programs by ensuring adherence to all HSSE requirements including life saving rules, STOP program, initiating meetings, attending meetings, highlighting unsafe practices, maintaining high standard of housekeeping, highlighting HSSE issues, execute audits, take corrective actions and monitor the performance.
Requests special meter readings when needed for high bills, suspected leaks, etc.
Monitoring the process in the AMS and ensure accuracy of the Data
Support RE Utilities Centralization process
Identifies and implements better methods for meeting service demands through streamlining and improving work methods and communicates these requirements to your customers/stakeholders.
Meet a wide range of customer requirements while maintaining high standards in mundane or repetitive tasks.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases