KUCHING: Sarawak Energy Bhd (SEB) has opened a new customer service counter at Saradise commercial centre here as part of efforts to improve customer service.
The new service counter was relocated from its previous premises at Pending, which has since closed. The new location at Saradise will provide better access for the growing Kuching South population.
SEB group CEO Datuk Sharbini Suhaili said the new facility represented 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 gives our customers multiple channels to interact with us and we will continue to enhance customer experience by being proactive and innovative in our methods,” he said when opening the new service counter.
The CEO of SEB subsidiary Syarikat Sesco Bhd, Lau Kim Swee, said the Saradise outlet was a strategic touchpoint for customers in the area.
“For 2018, we were very pleased to note that we achieved a customer satisfaction index of above 90%.
“However, we know that we need to further improve and will continue to incorporate our customers’ feedback into how we operate,” he said.
SEB’s customer satisfaction index is based on feedback from actual cases reported at its customer care centre and technical control centre as well as customer ratings at service counters.
Its customer service counters operate from 8.30am to 4pm on weekdays. The Saradise centre has payment kiosks which accept transactions until 11.30pm daily.
Besides Saradise, service counters are located at Wisma Sesco in Petra Jaya and the Urban Transformation Centre at Jalan Bukit Mata.