Kaduna Electricity Distribution Company (RC 638640), is one of the eleven successor distribution companies of the defunct Power Holding Company of Nigeria (PHCN). Kaduna Electric, a registered trademark of Kaduna Electricity Distribution Company, is licensed by the Nigerian Electricity Regulatory Commission (NERC) to distribute and retail electricity within a service coverage area of Northwestern-most of Nigeria. It has its Headquarters in Kaduna, with offices in Kebbi, Sokoto and Zamfara States.
Kaduna Electric is looking to employ young, vibrant professionals to fill the position below in the Marketing and Customer Services Department:
Job Title: Lead, Customer Service
Job Type: Full-time
Location: Kaduna State
Job Summary
- Manage the Company's Customer care and call centers
- Improve customer service quality results by studying, evaluating and redesigning processes, monitoring and analyzing results and implementing changes.
- Reduce down time in customer complaint handling.
Principal Duties and Responsibilities
- Investigation of customer complaints and recommending best strategies for resolution
- Collect, collate, analyze, and interprete relevant statistics relating to customer satisfaction.
- Manage the Company's customer care and call center.
- Leading and supervising a team of customer service staff.
- Training of customer care staff to deliver high standard of customer service.
- Carry out initiatives to improve and manage customer expectations.
- Keeping ahead of developments in the industry and provide advise enable the management take proactive decisions.
- Ensure smooth operations of the company’s customer care centers
- Leading and supervising a team of customer service staff.
- Training of customer care staff to deliver high standard of customer service.
- Carry out initiatives to improve and manage customer expectations.
- Keeping ahead of developments in the industry and provide advise enable the management take proactive decisions.
Competency and Skill Requirements
- Excellent understanding of the peculiar customer challenges of the energy industry.
- Project Management
- Problem solving/Analysis
- Team work orientation.
- Results Driven
- Communication proficiency.
- Excellent time management and organizational skills
Experience and Minimum Requirements
- A Bachelor’s degree or HND preferably in social sciences /or equivalent.
- Proficiency in MS Office (Word, Excel, and PowerPoint).
- Master’s degree (MBA) or professional membership of any relevant local or international associations will be an added advantage.
- Help desk experience
- 5-9 years’ experience in related function
- At least 2 years’ experience in Managerial/Supervisory role.
Application Closing Date
Thursday, 23rd April, 2015
Method of Application
Interested and qualified candidates should:
Click here to apply online