Lead Customer Service     at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

A dynamic team is expanding and looking for the right talent. Purpose of the Job  - Responsible for managing a portfolio of consumers and supervising a team of call centre workers, ensuring maximum engagement and satisfaction through timely updates, accurate service delivery, and prompt resolution of complaints Key Duties and Responsibilities  - The Lead Customer Service shall therefore be responsible, but not limited, for the following: - Manage the portfolio of consumers and ensure maximization of potential benefit to NESCO from each account  - Update the consumers with regular information on upcoming events, campaigns etc  - Ensure the quality, accuracy, and timeliness of all services, campaigns and programs delivered to the customer  - Ensure all complaints are being handled timely and properly  - Fully comply with NESCO’s internal procedures and policies  - Supervise the activities of the call centre team and key account managers Prepare periodic reports for the attention of the Head, Distribution  - Perform any other tasks as assigned by the Head, Distribution Minimum Educational & Professional Qualifications, Experience and Knowledge  - First degree or its equivalent in Business Administration or Social Science is required - Requires between 5-7 years relevant work experience at least 3 of the years in a leadership position. Attributes and Competencies  - Customer Oriented  - Data Gathering and Analysis  - Knowledge of Electricity Regulations and Policies  - Business Intelligence  - Knowledge of Maximum and Non-Maximum Demand Account Management  - Energy loss reduction techniques management  - Communication and interpersonal relations  - Supervisory/Managerial Skills  - Problem solving and decision making Check how your CV aligns with this job