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

Position Overview

This position offers a great opportunity for career growth. The Complaint Resolution Officer is responsible for handling customer complaints, inquiries, and service requests with professionalism and efficiency.

Key Duties and Responsibilities

• 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 Education and Professional Qualifications

• Diploma or equivalent in Business Administration or Social Science
• 0–3 years' work experience in customer service roles

Required Attributes and Competencies

• Knowledge of Electricity Regulations and Distribution Policies
• Strong Data Gathering and Analysis skills
• Customer Support Proficiency
• Technical Understanding of Power Distribution