Description

Customer Services Executive

Job Id 19337

Category Business Support & Commercial

Company Name ADNOC City Gas Abu Dhabi

Assists in the development of Company\'s Customer Services policy and procedures in line with industry best practices and Company\'s scope of works for all Customer Services activities.

Participates in establishing Company processes for recording of customer payment options, complaints resolution, metering, billing, credit & collection, and all billing systems related topics.

Interacts with other Company divisions to establish customer service procedures and project data links.

Handling Gas Sales and Purchase Agreement of large commercial and Industrial customers.

Job Specific Accountabilities

Carries out his duties in accordance with specifications and Company policies and regulations.

Set up all Customers\' accounts (entering customer and account data from source documents within stated time limits)

Handling customer inquiries, complaints and provide appropriate solutions with time frame limits and follow up to ensure the resolution and closing customer complaints

Prepare and periodically present a management dashboard for review of customer complaint status

Follow up with the customer to ensure the invoices paid within the payment terms

Identify customer needs to achieve satisfaction

Build sustainable relationship with the customers through interactive communication (tel., email, face to face meeting, etc.)

Provide accurate, valid, complete information, deals and promotions

Handle customer complaints and provide appropriate solutions with time frame limits SLAs with support from concerned department.

Continuous follow up with big customers regarding the services experience to improve stakeholder relations, enhance commercial contractual terms (e.g. consumed volume, unit price, TOP percentage, etc.)

Build and maintain high level contacts with customers, including other business and project partners

Generate Invoices using the applied systems and send them to the customers

Gather the information related to the outstanding, ageing of debtors and follow ups with customers

Upload vendor Invoices to the system post verification by concerned sales team

Assists in the development of Company\'s Customer Service policy and procedures in line with industry best practices.

Implements and monitor Company\'s Customer Services policies and procedures to ensure they are in accordance with industry best practices.

Assists in the development of Company\'s scope of works for all Customer Services activities and the interactions that occur with other divisions.

Carries out Company processes for recording of customer payment options, complaints resolution, and metering, billing, credit & collection theft of gas, commercial and industrial gas sales contracts, insolvency, and all other billing systems related topics.

Handling all commercial terms of Gas sales contracts with major commercial and industrial customers and also with virtual pipeline operators

Ensure compliance to all contractual terms of GSPA such as MGO, payment, deposit replenishment, price revision etc.

Ensures that all Customer Services activities are completed in line with the original design intent are on time and within budget and comply with contractual obligations and present findings to Management.

Interacts with other Company divisions to establish and monitor customer service procedures and project data links related to customer data recording.

Analyzes Customer feedback and prepare recommendations for product and or process development based on information received for communication with Management.

Communicates courteously with customers by telephone, email, letter and face to face

Keeps accurate records of discussions or correspondences with customers.

Responds to telephone and email inquiries on services in a timely manner.

Prepares reports and other related administrative tasks.

Handles customer\'s invoices & billing activity.

Generic Accountabilities

Budgets

Provide input for preparation of the Department/ Section budgets and assist in the implementation of the approved Budget and work plans to deliver Section objectives.

Investigate and highlight any significant variances to support effective performance and cost control.

Policies, Systems, Processes & Procedures

Implement approved Department / Section policies, processes, systems, standards and procedures in order to support execution of the Department / Section\'s work programs in line with Company and International standards.

Comply with all applicable legislation and legal regulations.

Performance Management

Contribute to the achievement of the approved Performance Objectives for the Department / Section in line with the Company Performance framework.

Innovation and Continuous Improvement

Design and implement new tools and techniques to improve the quality and efficiency of operational processes.

Identify improvements in internal processes against best practices in pursuit of greater efficiency in line with best Industry standards in order to define intelligent solutions for issues confronting the function.

Health, Safety, Environment (HSE) and Sustainability

Comply with relevant HSE policies, procedures & controls and applicable legislation and sustainability guidelines in line with international standards, best practices and ADNOC Code of Practices

Reports

Provide inputs to prepare MIS and progress reports for Company Management

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

Frequent work-related contact with immediate line manager, VPs, peer, Managers and team members.

ADNOC Group of Companies / ADNOC HQ

External

Frequent contact with customers, prime business contacts including consultants, contractors, developers and equipment & service suppliers and agents

Contact with Government authorities.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

Bachelor\'s Degree in Business Administration or Sales or equivalent.

Minimum Experience / Knowledge & Skills

5 years of experience in a customer service in preferably a Gas Distribution or a Utility Company.

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