Service Operations Specialist

The Project, Service Management personnel is responsible for supporting end-to-end customer service and post-sales operations, ensuring the timely fulfillment of contractual obligations and the delivery of high-quality customer support. The role serves as the primary point of coordination for customer accounts, working closely with internal teams and external stakeholders to manage service requests, contract implementation, customer switching activities, and issue resolution while ensuring compliance with applicable regulatory requirements.

Key Responsibilities

• Manage customer accounts throughout the service lifecycle, from contract fulfillment and onboarding to post-sales support and account maintenance.
• Coordinate the implementation of customer contracts, service activations, renewals, amendments, and other account-related requests.
• Monitor and facilitate customer switching processes, ensuring compliance with company policies and applicable regulatory requirements.
• Serve as the primary point of contact for customer inquiries, concerns, and service requests, ensuring prompt and professional resolution.
• Coordinate with internal departments, operations, sales, billing, regulatory, and external stakeholders to ensure seamless service delivery.
• Track service requests, escalations, and account issues, ensuring timely resolution within established service level agreements (SLAs).
• Maintain accurate customer records, contracts, service documentation, and case updates using CRM and document management systems.
• Prepare reports and dashboards on customer account status, service performance, and operational metrics.
• Support compliance with energy industry regulations, including RCOA, GEOP, RAP, and other applicable regulatory frameworks, as required.
• Identify opportunities to improve customer experience and operational processes through continuous process improvement initiatives.
• Perform other service management and project coordination responsibilities as assigned.

Qualifications

• Bachelor's degree in Engineering, Business Administration, Management, or a related discipline.
• 1–2 years of relevant experience in customer service, account management, or after-sales operations; experience in the energy or power sector is an advantage.
• Strong working knowledge of contract fulfillment, customer switching, post-sales operations, and service lifecycle management.
• Familiarity with RCOA, GEOP, RAP, and other energy regulatory or compliance frameworks is an advantage.
• Excellent communication, stakeholder management, and problem-solving skills.
• Highly organized, detail-oriented, responsive, and dependable, with the ability to manage multiple customer accounts and service cases simultaneously.
• Proven ability to collaborate effectively with cross-functional teams and manage time-sensitive customer requirements in a fast-paced environment.
• Proficient in Microsoft Office applications and CRM systems; experience with customer service or case management platforms is an advantage.
• Demonstrates excellent verbal and written communication skills, with strong proficiency in the English language.