Complaint Resolution Officer at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

This position offers a great opportunity for career growth. Purpose of the Job  - The Complaint Resolution Officer is responsible for handling customer complaints, inquiries, and service requests with professionalism and efficiency Key Duties and Responsibilities  - The Complaint Resolution Officer shall therefore be responsible, but not limited, for the following: - Identify and troubleshoot customer complaints, including billing disputes, power outages, and service quality concerns, ensuring timely resolution  - Build sustainable customer relationships through open and engaging interactions  - Profile customers based on their queries and respond in line with best practices, ethics, and professionalism  - Provide accurate, valid, and complete information while adhering to regulatory requirements  - Handle complaints, provide appropriate solutions within defined time limits, and follow up to ensure resolution  - Document all customer interactions using NESCO’s specified channels and escalate technical complaints to the appropriate field teams  - Collaborate with field teams to track and resolve service disruptions or technical issues requiring onsite intervention  - Ensure compliance with electricity regulations, company policies, and service level agreements (SLAs)  - Contribute to improving customer satisfaction scores by maintaining a courteous and solutions-driven approach  - Prepare periodic reports for the attention of the Call Centre Supervisor  - Perform any other tasks as assigned by the Call Centre Supervisor Minimum Educational & Professional Qualifications, Experience and Knowledge - Diploma or its equivalent in Business Administration or Social Science is required -  0-3 years’ work experience in customer service roles Attributes and Competencies  - Knowledge of Electricity Regulations and Distribution Policies  - Strong Data Gathering and Analysis skills  - Customer Support Proficiency  - Technical Understanding of Power Distribution Systems (advantageous)  - Strong Communication and Interpersonal Relations  - Problem-Solving and Conflict Resolution Skills  - Ability to manage multiple tasks Check how your CV aligns with this job