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

About the Role

We are seeking a dynamic Lead Customer Service professional to join our expanding team. You will manage a portfolio of consumers and supervise 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

• Manage the portfolio of consumers and maximize potential benefit to NESCO from each account
• Update consumers with regular information on upcoming events, campaigns, and other relevant updates
• Ensure the quality, accuracy, and timeliness of all services, campaigns, and programs delivered to customers
• Handle all complaints in a timely and proper manner
• 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 Qualifications and Experience

• First degree or equivalent in Business Administration or Social Science
• 5-7 years of relevant work experience
• Minimum 3 years in a leadership position

Required Attributes and Competencies

• Customer-oriented mindset
• 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 and managerial skills
• Problem-solving and decision-making abilities