Key Responsibilities
• GENERAL SUPERVISION BY:
o Monitoring individual staff performance and mentor/coach staff
o Ensuring appropriate and sufficient resources are available to handle the required OCI, MRC and AC VC workload (for walk in customers as well as for back office tasks)
o Ensuring staff is suitably equipped with transport, equipment and material and supported by appropriate systems.
o Working environment well maintained and procedures adhered to.
o Communicating relevant Eskom information to staff
o Compiling performance compacts, conduct performance assessments
o Ensuring staff undergoes coaching and follow Personal Development Plans.
o Compiling and analysing KPI, relevant expenditure, business plan and value chain reports and take corrective action.
o Communicating relevant customer trend information to management
• ACCOUNTABLE FOR CUSTOMER DATA BY:
o Being accountable for customer data accuracy
o Ensuring data and relevant customer information is correctly captured on systems using the provided data update processes
o Ensuring adherence to data audit requirements
• HANDLE GENERIC SERVICE ACTIVITIES BY:
o Ensuring the other process partners (i.e. Contact Centre, Revenue Management, WMC) provide Customer Service delivery for all routine transactions according to service KPI’s.
o Resolving exceptions and rejections according to the OCI, MRC, AC, MN and MAOS processes on own or with process partner support where necessary.
o Initiating the escalating process to relevant stakeholders
o Monitoring escalated customer complaints and ensuring follow-up and closure
o Assisting in analysing, investigating and handling of customers claims as requested by Risk Management.
o Assisting and coordinating the implementation of campaigns.
• BUILD A RELATIONSHIP BETWEEN THE CUSTOMER BASE AND “ESKOM” VIA REGULAR PROACTIVE INTERVENTIONS BY:
o Providing a local presence
o Facilitating Cross functional coordination within Eskom to ensure Customer satisfaction
o Initiating and co-ordinating plans to improve Customer rating results
o Holding regular relationship building activities:
o Minimum of quarterly structured meetings (individual or community). Annual topics to include Price increase, Eskom Annual report, QOS feedback & Major Network plans, Focus areas for the year
o Ad hoc meetings as required. Includes major Eskom announcements.
o Electricity Safety Communication
• MANAGE ALL MEASUREMENT AND METER RELATED TASKS BY:
o Minimising estimations greater than 100 days
o Managing the meter read process for the geographical area.
o Ensuring that the Meter Read and Billing system upload and exception errors are cleared
o Managing the Meter Reading Contractors.
o Ensuring adherence to measurement process and audit requirements.
o Facilitating and solving complex bill related queries.
o Ensuring that all measurement and meter related data is accurate.
• MANAGE CREDIT REVENUE AND CREDIT MANAGEMENT PROCESSES BY:
o Coordinating the overdue live debt Collection process.
o Coordinating the Severance process.
o Dealing with specific sensitive customers with overdue debt. (E.g. Government, MTN, Telkom etc.)
o Supervising of Revenue and Credit Management Department (Credit Controllers)
o Providing support to MRC VC Lead Owner and training to Area staff on MRC VC processes
• MANAGE VENDING AND PREPAID ACTIVITIES BY:
o Managing Prepayment vendors (on-line and off-line) by ensuring no irregularities or shortages, monitoring deviations and follow procurement process for equipment and contracts.
o Managing customer and vendor queries relating to any issues within the prepayment environment
o Regularly auditing the Vending Terminals to ensure that they are operating effectively
o Performing 1st line reconciliations between the vending terminals (on-line and off-line), the billing system and financial system
o Ensuring data integrity between the various systems relating to vending.
o Being accountable for the activities regarding the promotion of token collection at the vending sites
• MANAGE QUOTATIONS AND CONNECTIONS SERVICES BY:
o Receiving, analysing, evaluating, and managing the processing of Customer applications
o Monitoring and facilitating the progress and feedback on the Connection process
o Perform the activities relative to Quotations and Connections in accordance to the Acquire Customer Value Chain processes and procedures.
o Monitoring related performance and identifying areas of improvement.

How to Apply
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Closing Date 14 January 2014