Ervy Divine Bansimba

Handling customer requests via chat and phone regarding billing, access to the customer area, and incidents related to electricity and gas services, with analysis of needs and provision of tailored solutions. Initial diagnosis of technical complaints (electricity outages, gas activation or restoration) and coordination with technical teams to ensure follow-up and resolution of incidents. Interface between customers and field technicians: scheduling interventions (meter installation, recommissioning), transmitting technical information, and assisting customers until complete resolution.

Managing and processing customer requests by mail, email, and phone concerning energy contract management (administrative modifications, suspensions, successions, and changes of ownership). Analysis of complex customer situations (successions, mandates, legal protection) and updating contracts in the information system in coordination with notaries and external stakeholders. Coordination and follow-up of technical interventions (meter installation, recommissioning) with field teams, verifying the proper execution of operations, and follow-ups as needed. Interface between customers, administrative departments, and technicians to ensure follow-up of requests until complete resolution and guarantee customer satisfaction.