SEB Sets Up New Customer Service Counter At Wisma SESCO

KUCHING, Friday, 30 May 2014: Sarawak Energy has set up its third customer service counter in the city to meet demands from its growing customer base living in the Matang, Semariang, Sejingkat and areas under DBKU jurisdiction.

Located at the ground floor of Wisma Sesco at Petra Jaya here, the new customer service counter will be fully operational beginning June 12, 2014 and the counter will be opened during office hours and throughout lunchtime.

There to officiate at the soft-opening ceremony was Sarawak Energy Chief of Corporate Services Aisah Eden accompanied by Vice President of Retail Department Lau Kim Swee and Manager for Property Management Services Simon Loh.

In his speech, Lau said Sarawak Energy strives to improve continuously on its service and this initiative was just part of a series of projects lined up to facilitate customers. “In Kuching, we currently have only two counters namely Satok and in Pending. However, the one in Satok is quite small and customers face parking difficulties due to the congestion in the area. Pending on the other hand, is a bit far out for some customers.

“As such, we hope the setting up of one more at Wisma Sesco will provide convenience to customers living in the Petra Jaya area,” he said.

He highlighted that having good facilities is just part of the strategies to provide good customer service. Therefore, he urges staff manning the counters to have the right customer service mindset, be proactive and always put customers first.

Lau said while Sarawak Energy has introduced several E-services like bill enquiry, payment and more, the company also emphasise in facilitating those customers who aren’t computer-savvy.

Providing general services, the new and friendly customer service counter is equipped with modern technology to expedite process, meeting the set response time which is to serve every customer within 15 minutes.

Wisma Sesco will have ten counters manned by qualified staffs and customers can log in instant feedback on the service rendered via the onscreen evaluation system attached to each counter. The counter staff will also be monitored online by their supervisor to ensure efficient service.

Customers are also spared the hassle of having to queue at the cashier’s counter to make payment for this can be done at any of the counters.

The other projects in line to further improve customer care includes a soon-to-setup customer service centre in Miri, a customer service counter for Sibu, a separate building for Sarawak Energy’s retail department in Bintulu and office renovations for smaller stations such as Serian and Mukah to name a few.

There will also be another customer service counter for Sarawak Energy at the Urban Transformation Centre at Taman Kereta. This project is initiated by the State Government.

Over to you: Sarawak Energy Chief of Corporate Services Aisah Eden (center) witnesses the symbolic handing over of a mock key by Manager for Property Management Services Simon Loh (left) to Vice President of Retail Department Lau Kim Swee.

Brand new: The modern customer service counters ready for full operation beginning this June 12, 2014.