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

Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

Lagos, Nigeria CDI

Publiée il y a 1 mois · Expire dans 3 semaines

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Description du poste

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
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