Full Time
Posted 1 year ago
Job Title: Customer Care Officer
Location: Ibadan, Oyo
Employment Type: Full-Time
Job Description
- To address customers’ complaints/inquiries through effective and efficient customer services to mitigate customers’ dissatisfaction and escalation to regulatory bodies.
Job Responsibilities
- Ensure response to customers’ enquiries, requests and complaints.
- Creates and manages customer log–database (CRM) to record, monitor and track all customers’ complaints. (Open tickets, ensure timely resolution and close resolved tickets).
- Liaise with relevant departments/units for possible and timely resolution of customer issues and actively participate in resolution of outstanding issues).
- Ensure positive feedback from customers based on Customer Care interactions.
- Escalating suspected malpractices such as meter by-pass and energy theft to preserves revenue streams.
- Liaises with FETs cashiers to monitor system down time and escalate as appropriate.
- Resolutions of NERC related Complaints.
- Informs and sensitises customers in line with operational updates.
- Ensure customer care environments are neat, well organized and in line with regulatory standards (installation of informative Banners, Posters, handbills).
- Prepare regular reports to unit lead based on pre-defined KPIs (response time; issue resolution; new accounts, etc.) and suggest improvement recommendations.
- Carry out other sundry assignments that may be assigned by Team Lead, Customer Care.
Job Requirements
- B.Sc / HND Mass Communication, Journalism
- A Bachelor’s Degree in any field.
- A postgraduate professional certificate in relevant field. (Added advantage).
- Membership of relevant professional bodies.
- At least 0-3 years post qualification experience must have been in customer services or marketing of products and call centre.
Application Closing Date
Not Specified.
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Job Features
Job Category | Customer Service |