The role of a Consumer Care Officer at PEPCO (Pakistan Electric Power Company) is focused on managing consumer interactions, addressing inquiries, and ensuring the satisfaction of PEPCO customers. This position requires excellent communication skills, problem-solving abilities, and customer service experience to handle consumer issues efficiently. Below are the typical criteria and responsibilities for the position of Consumer Care Officer at PEPCO:

Job Designation

Consumer Care Officer

BPS

12

Provincial Job Quota

Punjab (12) Sindh (8) KPK (9) Baluchistan (6)

Provincial Job Quota Status

Open Merit

Mandatory Qualification

Intermediate or Equivalent (minimum 2nd division)

Professional Certification/Course

Fresh (experience will be preferred)

 Other Expertise:

Not Mandatory

Eligible Gender for this Job

Male, Female & Transgender

Age

18-36 Years (Five Years Age Relaxation Included)

Place of Posting

Throughout Pakistan

Last Date to Apply

16 October 2024

Responsibilities under Desired Job

Customer Interaction:

Serve as the first point of contact for consumers, responding to queries, complaints, and requests related to electricity services.

Handle inbound calls, emails, and walk-in consumer inquiries in a professional and timely manner.

Complaint Resolution:

Investigate and resolve consumer complaints related to billing, service disruptions, or other service-related issues.

Escalate complex issues to the appropriate department or higher management when necessary.

Billing and Payment Assistance:

Assist consumers with billing inquiries, explain charges, and provide solutions for payment-related issues.

Guide consumers on payment methods, due dates, and possible solutions for delayed payments.

Service Management:

Process service requests such as new connections, disconnections, and meter readings.

Ensure that all consumer requests are logged and processed in line with PEPCO’s policies and timelines.

Data Entry and Record Keeping:

Maintain accurate records of all consumer interactions, including complaints, inquiries, and resolutions.

Update consumer information in the company’s database and ensure the accuracy of all records.

Feedback Collection and Reporting:

Collect feedback from consumers regarding their service experience and suggest improvements to enhance customer satisfaction.

Prepare and submit reports on consumer care operations, complaint resolution times, and other key metrics.

Coordination with Departments:

Coordinate with relevant departments such as billing, technical, and field teams to ensure swift resolution of consumer issues.

Follow up on pending service requests to ensure timely completion.

Consumer Education:

Educate consumers about PEPCO’s services, tariffs, energy conservation, and billing procedures.

Provide information on new initiatives, services, and any changes in company policies.

Policy Compliance:

Ensure that all consumer care processes adhere to PEPCO’s internal policies and external regulations.

Handle sensitive consumer data with strict confidentiality and in compliance with legal standards.

Customer Satisfaction:

Work proactively to improve overall consumer satisfaction by ensuring high-quality service and maintaining a positive rapport with customers.

Analyze consumer complaints and suggest service improvements to management.

Key Competencies:

Communication: Clear and professional communication with consumers and internal teams.

Problem-Solving: Ability to resolve consumer issues quickly and efficiently.

Customer Service: Strong focus on ensuring consumer satisfaction.

Data Management: Accurate record-keeping and data entry skills.

Organizational Skills: Ability to handle multiple inquiries and service requests simultaneously.

General Terms and Conditions

These contract positions offer competitive remuneration. Male, Female, and Transgender applicants from the listed provinces can apply. Candidates can apply for multiple positions by paying separate fees. Appointments will be made through oRea-Pakistan's Screening Test under the Recruitment Policy 2022. Age is calculated as of the application deadline, with a 5-year upper age limit relaxation per Service Rules. Government employees should apply through proper channels. No TA/DA for tests or interviews.

Procedure for Submission of Application Form

Apply online at www.oreapak.com. Pay the test fee using the 18-digit invoice number via Bank ATM, Internet/Mobile Banking, Easypaisa, Jazzcash, or TCS Express. Only 1Bill payments accepted. Incomplete or late applications won't be considered. Test dates will be notified to shortlisted candidates via oRea-Pakistan. A minimum of 50% marks in the test is required to qualify. The appointing authority may set a higher threshold if needed.

The Consumer Care Officer at PEPCO plays a vital role in ensuring that consumer inquiries and complaints are handled effectively, enhancing customer satisfaction, and maintaining a positive relationship between PEPCO and its consumers. This position demands excellent communication skills, attention to detail, and the ability to work in a fast-paced environment.