Team Lead, Customer Care at Mojec International Limited

Mojec International is one of the leading top 3 Pan African Energy integrated companies in Africa; chiefly known as the market leader and innovator in metering technology and renewable solar energy.

We are recruiting experienced and competent manpower to fill the position below:

Job Title: Team Lead, Customer Care

Location: Nigeria
Department: Customer Service & Support
Reporting to: Head Installations
Sector: Power & Energy Sector

Job Summary

• The candidate will be responsible for working with senior management team to transform and shape the future of Mojec customer operations to support customer service, metering and installations units.
• He/she will act as a subject matter expert and project lead on a variety of customer focused, metering and billing initiatives as defined by management.
• He/she will Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
• Resolving customer complaints, managing database records, drafting status reports on customer service issues.

Job Description / Requirements
Responsibilities:

• Participate in the continuous review of customer service  departmental activities and make recommendations for improvement to the Divisional Head
• Conduct research and stay abreast of latest technological trends and developments to ensure the continuing relevance of current practices as well as recommend necessary improvements/enhancement accordingly.
• Prepare agreed periodic activity and performance reports for the attention of the department head and other
• Supervise and ensure the provision of an effective help desk/end user support services to all company locations.
• Ensure availability and maintenance of an issue/query log.
• Organise and monitor delivery of relevant end users trainings.
• Coordinate periodic surveys to measure customer satisfaction levels and identify service improvement opportunities
• Knowledge on customer experience management and facilitate organic growth
• Taking ownership of customer issues and following problems through
• Increase customer satisfaction, loyalty and retention to meet the expectation
• May be requested to cover Disco operations and /or become a part of the standby solution provider as directed by Management
• De-escalate customer’s complaints, work closely with corporate communication manager and other managers to dampen escalation
• Handle all metering installation complaints across the social medias networks and channel them to the appropriate units for resolution.
• Supporting the realization of customer benefits and return of investments in smart metering rollouts
• Mentor and develop customer service personnel and nurture an environment for them to excel
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Maintain an orderly workflow according to priorities
• Resolve after sales technical issues.

Requirements

• B.Sc / MA Degree in Business Administration or related field
• 8+ years’ experience in related field management in leading a team of field representatives as well as overseeing all relevant functions such as meter reading, repairs, testing, installations/change of meters and other relevant metering issues.
• Experience in providing customer service support
• Working knowledge of databases and tools
• Customer Service Orientation
• Registration as a Customer Service Professional - CCSP, CSIA.

Knowledge / Skills / Abilities:

• Solid interpersonal and organizational skills
• Demonstrated ability to work both autonomously and as part of a team in a fast paced environment
• Working knowledge of Microsoft offices.
• Strong analytical skills, expert - level written and verbal communication skills and attention to detail
• Ability to synthesize data and translate insights into relevant usable actionable strategic and tactical recommendations.
• Knowledge of mobile workforce management systems
• Proficient in inventory management of equipment and the reconciliation of purchase orders, inventory shipment. Etc.
• Proficient in KPI reporting of all aspects of meter related activities including regulatory reporting requirements.

Application Closing Date
20th December, 2022.

Method of Application
Interested and qualified candidates should send their Applications and Resume to: [email protected] and copy: [email protected] using the Job Title as the subject of the email.

Note: Applicants should please put their current salary and location in the body of the mail.