MEET THE STAFF SERIES

Customers' Service Unit is the Mediator Between the Company and the Customers - Khadijat Alabi Kemi

CCD:Briefly tell us about yourself

KAK: My name is Khadijat Alabi Kemi, a native of Moro Local Government of Kwara State. I was born on 1st August 1979 in Kaduna State, I attended Trinity Nursery and Primary School Ilorin, I did my Junior Secondary at Command Secondary School in Kaduna, later I returned back to Ilorin for my Senior Secondary School Education, were I attended Government High School Ilorin. After I graduated from the Secondary School I proceeded to University of Ilorin were I studied BSc. Ed Economics. I am married with kids.

CCD:When did you join the services of Kaduna Electric?

KAK: I started my career with NEPA (Kaduna Zone) in 2004, later that same year it became PHCN, I worked for 11 years in the sector until the privatization of the electricity sector that took place and we became Kaduna Electric in 2015.

CCD: What did your job role entails?

KAK: I am the Team Lead, Customer Service, Kebbi Area Office, amongst my responsibilities as a Team Lead, is to coordinate and supervise all the customer service representatives by ensuring prompt resolution of customer complaints, through investigating the cause of the complaint and escalating such complaints to the concern department with the aim to amicably resolve same.

Rendition of monthly and analysis of complaints report. Creating awareness to the general public by organizing customer/community engagement forum to educate and enlighten them on energy management, redress mechanism i.e procedure to be followed when they have a complaint.

CCD: Dealing with Customers complaints is a very serious and challenging, how are you synergizing with other departments in resolving customer’s complaints?

KAK: The process of escalating customer complaints to other departments has been made easier by introducing Customer Relationship Management (CRM) application whereby you can just assign a ticket of your complaint to different Agents and Teams online, where anyone can login and see even the aggrieved customer will get an alert. This process ensures that no complaints is left out or go unnoticed. 

CCD: What plans do you have in place?

KAK: Prioritizing the usage of the Customer Relationship Management application (CRM) by all Customer Service Representatives and other departmental staff makes everything easier to everyone.

CCD: How challenging is your office?

KAK: The office is challenging because customer service representative’s serves as mediators between the customer and the Company, and in a situation whereby small issues that can be resolved amicably by the sales representatives and engineers are escalated as a result of misguided utterances by our staff. There is need for staff to adhere strictly to the provisions of the Company’s aims and objectives and also other guidelines of NERC, particularly the customer rights and obligations.

CCD: What is your advice to the management and staff?

KAK: My advice to the Management is to motivate the staff to fulfil their tasks and achieve the Company’s desired goals. As for the staff, they should be more dedicated to their job, they should also conduct themselves in an ethical manner such that the public will change their perception on the way they operate.