• Basic computer skills (email, ticketing systems, customer portals).
• Strict adherence to SOPs and operational protocols
• Strong communication skills and sound decision-making abilities
• Willing and able to work shifts, including weekends and public holidays
• Own reliable transport is essential
• Ability to work well under pressure
• Able to plan and respond effectively on short-notice
• Shift allocations
• Strong attention to detail
• Excellent written and verbal English literacy
• Able to work effectively within a busy, dynamic team environment

Core Duties (Daily Operational Function):

• Answer first-line incoming client phone calls professionally
• Provide first response to customer-logged tickets
• Handle Smart Metering and wallet/account-related queries, including:
  • Wallet balances and top-ups
  • Account activation and verification
  • Payment delays and reconciliation queries
  • Metering functionality explanations
  • Consumption and billing clarifications

Perform first-line troubleshooting to determine if the issue is:

• Account-related

• System-related (to be escalated to systems teams)
• On-site electrical / hardware related (to be escalated to field technicians)

Accurately escalate unresolved issues to:

• Level 2 Systems Teams
• On-site Electrical Technicians
• Provide clear, professional explanations of products, processes, and problem resolution steps
• Ensure continuous client updates and follow-ups