Job Description:

Provisioning (Exit Management) is to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. They are also tasked with assisting the Team Leader to meet performance and quality standards based on established metrics.

ROLES AND RESPONSIBILITIES

• • Process market transactions in accordance with the Customer Administration Transfer System (CATS) and B2B procedures
• • Perform activities related to market compliance, meter data processing, and provision of data to market participants in accordance with policies and agreements (e.g., AEMO, Retailers, Customers)
• • Analyze and resolve issues and exceptions related to the efficient and effective processing of market and billing transactions
• • Raise service orders, change requests, and process meter read data
• • Liaise with energy networks for site and meter alteration requests on behalf of customers
• • Action internal mailboxes related to transfers and customer requests, resolve inquiries, and notify account managers and support staff of issues in a professional and friendly manner
• • Investigate and resolve escalated and complex complaints from internal and external stakeholders
• • Coordinate with sales agents for site visits, third-party contacts for meter access information, and network providers to verify final meter reads for meter abolishment
• • Submit escalations and disputes to finance and network teams
• • Assist with incoming and outbound calls related to customer requests and issue resolution
• • Liaise with external stakeholders to maintain professional and positive working relationships
• • Perform ad hoc tasks as required by the campaign
• • Provide accurate direction and support to team leaders to support the achievement of organizational targets and performance goals
• • Assist co-workers in resolving provisioning-related issues
• • Assume responsibility for the provisioning unit in the absence of team members or the Team Leader when required
• • Identify trends related to member or provider inquiries and provide proactive feedback to management
• • Develop in-depth product and solution knowledge to effectively match features and benefits with customer needs
• • Maintain performance and quality standards based on established call center metrics, including turnaround times
• • Follow communication procedures, guidelines, and policies at all times

QUALIFICATIONS

• • Completed at least second (2nd) year of college
• • Experience in the Electricity and Gas industry is an advantage but not required

SKILLS

• • Pleasant and courteous communication skills, both over the phone and with colleagues
• • Strong attention to detail with exceptional accuracy and analytical skills
• • Adherence to MSATS procedures, including CATS procedures, principles, and obligations
• • Proactive attitude with strong self-initiative
• • Proficient in Microsoft Excel and other Microsoft Office applications