KUCHING: Sarawak Energy has opened a new customer service counter at Saradise, offering a modern and conducive environment that caters to customers’ comfort.
Sarawak Energy Group chief executive officer Datuk Sharbini Suhaili officially declared the facility open last Tuesday.
The new service counter, relocated from the Pending customer service counter which has since closed, is one of four customer service counters here.
In his short address, Sharbini said the counter’s relocation to Saradise was to provide better access for the growing Kuching South population.
He said continuous improvement was a fundamental focus of the organisation across its operations.
“We benchmark ourselves against the best in class utilities to learn and enable us to perform at a higher level in our operations from generation, transmission, distribution to retail. This new facility represents the retail team’s focus on customer needs.
“In addition to taking into consideration what makes for a better location, the retail team is also working on enhancing online transactions.
“This provides our customers multiple channels to interact with us. We will continue to enhance this customers’ experience by being proactive and innovative in our methods,” Sharbini emphasised.
Customer touch-points include mobile app SEB Cares and a 24-7 Customer Care Centre.
Sharbini was joined by Syarikat Sesco Berhad chief executive officer Lau Kim Swee, and vice president (retail) Yusri Safri, along with other senior management staff from the Sarawak Energy Group of companies.
The opening coincided with the final day of the Lunar New Year celebration, and to mark this, the event also featured a lion dance.
Lau said the Saradise outlet presented a strategic touch-point for customers in the area.
“For 2018, we are very pleased to note that we achieved a customer satisfaction index of above 90 percent.
“However, we know that we need to further improve and will continue to incorporate our customers’ feedback into how we operate,” he said.
Sarawak Energy’s Customers Satisfaction Index covers customer feedback on actual cases reported at its Customer Care Centre, Technical Control Centre and from customer ratings at service counters.
Sarawak Energy’s customer service counter operating hours are from 8.30am till 4pm from Mondays to Fridays, but closes on weekends and public holidays.
The Saradise centre includes payment kiosks so that customers can pay after operating hours. It accepts transactions until 11.30pm daily.
In addition to Saradise, its other customer service counters are at Wisma Sesco, Petra Jaya and UTC, Jalan Bukit Mata Kuching.
Customers can also perform transactions at their convenience by downloading the mobile app SEB Cares from Google Play Store or Apple App Store. The app allows real time monitoring of billing, outage alerts and a channel to reach our customer care executives.
For inquiries, contact Sarawak Energy Customer Care Centre at 1300 88 3111.
