Utility Customer Service Officer

Position Overview

A4&T Power Solutions is seeking a proactive and customer-focused Utility Customer Service Officer to manage customer relations, handle service requests, and resolve complaints for our renewable energy utility services. The successful candidate will provide frontline support, ensuring excellent customer experience, efficient issue resolution, and accurate documentation of all customer interactions.

Key Responsibilities

• Serve as the first point of contact for customer inquiries, complaints, and service requests
• Handle billing inquiries, payment issues, and account updates
• Provide support for prepaid and postpaid metering systems
• Log, track, and follow up on customer complaints to ensure timely resolution
• Educate customers on renewable energy products, services, and safe usage
• Coordinate with technical teams on fault reports and field visits
• Monitor customer service KPIs and customer satisfaction levels
• Maintain accurate customer records and update CRM systems
• Support customer onboarding, disconnections, and reconnections
• Prepare customer service reports and performance summaries
• Conduct regular customer follow-up calls to confirm issue resolution and service satisfaction
• Manage customer escalations and ensure complex complaints are properly handled
• Support field service teams by scheduling customer appointments and site visits
• Analyse customer service data and trends to identify recurring issues and improvement areas
• Assist in the development and implementation of customer service policies and procedures
• Handle service termination and reconnection processes in line with company policies

Location

Lagos, Nigeria