Customer experience in focus

The Jemena team are continually striving to support and address the energy needs of our customers  – and in his role as Jemena’s Connections and Customer Initiated Construction (CIC) Manager, Chris Masson takes this responsibility seriously.

Chris joined Jemena four years ago with extensive customer-focused experience in the energy sector and in various contact centres. This experience has shaped his approach to leading a team which aims to provide expertise to assist a wide variety of electricity customers.

“My team and I form part of Jemena’s front line electricity network support and we are speaking to our customers daily.

“We also work in the background to help improve our customer’s experience with Jemena. In between resolving customer queries, my team and I are continually developing and implementing process efficiencies to ensure an overall improved experience for both our employees and our customers,” he explained.

Chris said that as a business, Jemena is always focused on continuous improvement with customers at the centre.

“We ensure that everything we do on a daily basis has the best interest of our customers at front of mind. A good example of how we are considering the customer and employee experience is our approach in thinking about the future of our customer portals. 

“We are putting customer needs and expectations at the forefront of how we design our digital systems to ensure that in the future, our customers will be able to easily find out how their connection application or enquiry is tracking, and our team will be able to clearly see customer or business interactions with Jemena to help us improve our service,” he said.

Chris said that enhanced communications will allow the team to provide more useful information to customers.

“We are continually challenging how we do things and transforming how we think about providing customer service.

“I am looking forward to developing and delivering further improvements which will really enhance our ability to service our customer needs above and beyond their expectations,” he said.