Senior Customer Service Specialist - Sales Admin

Address and resolve escalated customer inquiries, complaints, and service disruptions promptly.Provide accurate information about electricity services, tariffs, and billing procedures.Ensure timely communication during outages and restoration updates.Act as a point of contact for complex or high-profile customer casesDevelop and implement customer service standards and best practices.Monitor and analyze customer feedback to improve processes and service delivery.Ensure compliance with company policies and regulatory requirements.Work closely with technical teams to resolve service issues and ensure clear communication with customers.Collaborate with billing and metering departments to address disputes or discrepancies.Prepare detailed reports on customer service metrics, including response times, resolution rates, and customer satisfaction.Identify trends and recommend improvements based on data analysis.Follow up report showing updated customer situationUtilize CRM (Customer Relationship Management) tools to document and track customer interactions.Advocate for technology upgrades to enhance the customer experience.