We are seeking a dedicated individual to handle and resolve customer complaints by efficiently directing them to the appropriate staff members.

Responsibilities:

• Gather complaint information from the 118 Coordinator.
• Organize and assemble teams as necessary.
• Ensure field teams are equipped with essential Personal Protective Equipment (PPE), Special Protective Equipment (SPE), and other necessary tools.
• Dispatch teams in situations where the area is not “OFF” due to feeder issues, zero load, or other ongoing activities. Confirm area restoration with AE AOC (Area Executive/Area Operations Center) and dispatch teams if required.
• Coordinate with relevant parties for entry into NSIS (Network Service Information System) to provide due information to agents.
• Notify the 118 Coordinator for timely closure of tickets after confirmation from the customer or inform AE AOC/shift in charge to forward the job to the relevant department, including remarks from field teams.
• Keep AM (Area Manager)/Manager updated on shift progress to provide insight into the current pending fault/ticket scenario.
• Ensure timely responses to management emails regarding queries or faults.
• Coordinate effectively for material requirements of field teams.
• Collaborate with the 118 Call Center and RRC (Regional Response Center) to ensure timely ticket completion on SAP CRM within the stipulated TAT, maintaining a well-organized fault record on Excel for generating daily, weekly, or monthly reports.
• Maintain records of critical consumers such as hospitals, major religious institutions, water pumps, streetlights, etc., with details including PMT/SS (Primary Metering Transformer/Secondary Substation), DTS ID (Distribution Transformer Station ID), feeder, and area names.
• Handle staff and vehicle attendance.

Education:

• Minimum requirement: Bachelor’s degree in any field.

Experience:

• Preferably 1 to 2 years of relevant experience.

Knowledge:

• Proficiency in fault rectification processes and meeting turnaround time (TAT).
• Understanding the nature of faults.
• Skill in record keeping.
• Intermediate knowledge of MS Office

Health, Safety & Environment:

• Ensure strict compliance with all applicable health, safety, and environmental protocols to promote the safety and well-being of staff and the public