VACANCY NOTICE

• Documents/logs and maintains proper records of all calls from customers, along with all action taken by the dispatch crew to resolve faults, for communication to relevant personnel to facilitate the efficient tracking of the maintenance history of each asset;
•  Prioritises calls according to nature and impact of the fault, to enable focused attention on issues/problems that are urgent and to allow for a more efficient use of resources;
•  Notifies and dispatches crew to fault locations, soliciting feedback for onward communication to customers to keep them updated and to maintain a high level of customer satisfaction and confidence; 
• Liaises with System Control and/or the Duty Supervisor/Engineer, whenever necessary, on matters relating to customer complaints or queries, to glean pertinent information to enable a richer customer experience;
•  Notifies residential, industrial and commercial customers of scheduled maintenance outages through electronic and print media, among others, to enable them prepare and to minimize impact of the disruption to the customer;
•  Updates the Trouble Call & Street Lighting Supervisor on operational matters by providing briefings as necessary and submitting daily reports to enable timely responses to issues and the implementation of improvement measures; 
• Remains current in the knowledge of electricity principles and the fundamentals of street lighting installation and maintenance by participating in educational opportunities, reading professional publications, networking, among others, to aid in the formulation of effective solutions and initiatives;
• Performs any other job-related duties as may be assigned. 

• Sound knowledge of customer service practices and principles
• Basic knowledge of and ability to interpret Company policies and standard operating procedures and relevant international financial reporting standards;
• Broad job knowledge and/or technical expertise relevant to the job, and quality of advice provided;
• Effective verbal and written communication and active listening skills;
• Basic administrative, organizational and problem-solving skills;
• Ability work with a high degree of accuracy and attention to detail;
• Effective team player with interpersonal skills and emotional intelligence;
• Strong computer literacy skills; intermediate Microsoft Excel skills, ability to manipulate software applications such as word processing, spreadsheets, databases and presentation programmes and working knowledge of accounting and inventory Software;
• Ability to handle stressful situation appropriately;
• Ability to take initiative, successfully handle and prioritize multiple competing priorities, and effectively meet deadlines;
• Ability to integrate Company core values throughout all business practices;
• Ability to effectively develop and maintain relationships with management, staff, and stakeholders at all levels.