Customer Services Specialist

General Background and Position Description

USAID Power Distribution Program (PDP) is providing assistance to the government owned Power Distribution Companies of Pakistan (DISCOs), with the aim to curtail losses, enhance revenues and have a well regulated power distribution system in Pakistan.  PDP’s assistance, in its current phase, is geared towards Multan Electric Power Company (MEPCO) and Peshawar Electric Power Company (PESCO) and will end in October 2015.

Customer Services Consultant will be responsible for improving customer services function within PESCO as part of Commercial department improvement and modernization initiative.

Relevant Experience:

• Minimum Education:  Master’s Degree
• Minimum Experience: 15+ Year (relevant) 
• Should have strong communication and interpersonal skills
• Should have strong planning and monitoring skills
• Should be strong in analytical skills
• Should be proficient in MS office
• Proficiency in English  -verbal and written
• Relevant certifications in the field of customer services management will be a plus

Job Description:

• Define a focused Customer Services Division within a company
• Develop Customer Services Department Chart and Job descriptions (JDs)
• Develop Customer Services Department policies and procedures
• Develop Customer Services Center Standard Operating Procedures (SOPs)
• Develop Customer Services Key Performance Indicators (KPIs) and feedback mechanism
• Conduct Customer Services Workshops
• Perform any other duty assigned by the line manager

Note: This is a time and materials based consulting job. Duration is approximately 100 paid man-days, spread over a period of one year