Manager-Customer Accounts
Karachi Electric Supply Company Limited
Total years of experience :19 years, 7 Months
Worked on ISU implementation by replacing the billing legacy systems with SAP-ISU which currently supports billing of 0.1 million customers. KESC is the first utility company in Pakistan where SAP-ISU has been implemented and running successfully
Have experience in ISU Billing along with good exposure in Device Management, B&I and CRM. Extensive experience of testing.
Responsible to improve the overall quality of service to customers through quick and effective response to complaints.
Gain a high level of acceptance and approval of KESC performance by customers in the Integrated Business Centre (IBC).
Monitor response to customers by other offices to assure that the inquiries/complaints are brought to proper conclusion within the timelines.
Recommends solutions and negotiates with customers in the resolution of complaints and problems.
Assures that all the team members are fully aware of all policies and procedures that pertain to their work.
Supervises meter reading activities as per schedule provided by IT.
Responsible to follow up with litigation department regarding customer complaints.
Plan and implement the strategies in order to augment the sale as well as revenue of Business Operation Centre.
Manage and improve the quality of Customer Services in order to augment the good will of organization.
To plan and ensure timely Monthly Meter Reading of all the consumers in the assigned area.
Boost up bills collection through management of effective program of prompt disconnection of delinquent customers, including follow up to assure they stay disconnected until delinquent bills are paid.
Assure that all electronic and paper records are properly stored and maintained in a manner that they can be readily retrieved; assure that all required activities and statistical reports are produced and distributed on scheduled.
To prepare and implement the Daily Disconnection/Reconnection program through field teams.
Ensure timely monthly Billing process as per schedule set by the upper management of the Organization.
To respond to consumer complaints received through the Wafaqi Mohtasib Office, EIK Office, and Legal Department of the organization.
Deal every consumer politely.
Recognize consumer problem & take necessary action to resolve it.
Maintain friendly relation with internal staff in order to resolve consumer issues.
Quick disposal of consumer complaints.
Maintain discipline of customer counter.
Maintain consumer complaints record inward / outward up to their disposal.
On disposal of complaints, inform the same consumers on telephone for image building
Master of Commerce (M.COM.) Major in Accounts.