Complaint Coordinator

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

PURPOSE

To receive and coordinate with all to resolve customer complaints by routing them to the concerned staff.

Minimum Requirements

Education & Relevant Experience: Minimum Graduate in any discipline

1 to 2 years’ of relevant experience

Knowledge (Functional)

• Fault rectification – processes and TAT
• Nature of faults
• Record keeping
• Intermediate knowledge of MS office
  
  

AREAS OF RESPONSIBILITY

Business

• Gather information of complaints from 118 Coordinator.
• Undertake formation of teams.
• Ensure that filed teams have been dispatched with necessary PPEs, SPEs and other necessary tools.
• Dispatch team if area is not OFF due to feeders’ trip, load zero or any other activity in progress to be confirmed from AE AOC. Call customer to confirm the restoration after normalization of the area and dispatch team if yet affected.
• Coordinate with concerned for entry in NSIS for due information to agents.
• Inform back 118 Coordinator for timely closure of tickets after confirmation from customer or intimate AE AOC/shift in charge for forwarding the job to concerned department after taking remarks from field teams.
• Keep updating AM/Manager about the progress of the shift for view on current pending scenario of faults/tickets.
• Ensure to timely respond to management emails for any query/fault.
• Undertake proper coordination for material requirement of field team.
• Coordinate with 118 Call Center, RRC for timely completion of tickets on SAP CRM within TAT, and maintain segregated fault record on excel to generate daily, weekly or monthly Reports.
• Keep record of important/critical consumers (Hospitals, major Masjids, Imam Bargahs, Temples, Churches, KW&SB Water Pumps, Street lights etc) updated; mentioning in PMT/SS, DTS ID, Feeder and area names.
• Undertake attendance of staff and vehicles
  
  

Health, Safety & Environment

• Ensure that department operates in accordance with all the applicable health, safety and environmental protocols leading towards safety and well-being of staff & public.
  
  

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.