Officer, Customer Service (ELM)

Job Purpose

• To provide customer service work for the unit assigned.
• Performs customer services related works and office support activities. Duties includes handing over of keys process, answering phone calls, updating data in Salesforce system and manage filing system.
• TNB Syabas Transfer names (Individual units).
• Payment process for TNB Syabas & IWK bills (Street light, guard post, gerai & etc).
• Refund deposit for TNB Syabas account (old ac and revoke case).
• To process documentation for new meter registration for late buyer or cancel unit.
• Assist on admin’s works.

Job Responsibilities

• To prepare purchaser’s individual file prior to handing over of keys.
• To answer phone calls at TCS office and to attend to complaints by purchasers/walk-ins and phone calls.
• To arrange for purchaser’s appointment for the handing over of keys.
• Prepare and arrange Hand Over Kit.
• To carry out handing over of keys process.
• To create handing over case in Salesforce system and to update/close the case.
• To liaise and coordinate with the purchasers, Technical Supervisor, Inspector of Works and Contractor’s representative and also inter-departmental with regards handing over of keys, complaints and renovation works.
• To manage and update data in Salesforce system with regards to handing over of keys and complaints matters.
• To reply to purchasers’ email and to prepare draft of outgoing correspondence to customer for superior’s review.
• To manage purchaser’s individual file.
• To prepare memo to finance for cheque requisition (Transfer names).
• Email all TNB Syabas monthly bills to finance for payment.
• To updates payment to TNB once payment voucher is received from finance.
• To prepare TNB and Syabas termination form for refund purpose.
• To TNB and Syabas when needed for transfer name of bills & new meter registration.
• Other works related to customer service as and when instructed by superior.

Education/ Professional Qualification

• SPM/STPM OR Diploma Holder
• Certification on Customer Relation Management is an added advantage

Professional Experience

• 5 years of relevant working experience