Customer Service Lead at Ikeja Electricity Distribution Company

Reporting To: Head Customer Care
Job Type: Full time

Role Purpose

• Responsible for the day to day supervision of all customer care activities within the Business Unit and Undertakings.

Responsibilities

• Coordinate and supervise enquiries, service consultants and all Team Members in order to meet and exceed customer service expectations.
• Ensure turnaround time, compliance with procedures, accurate documentations are adhered to.
• In case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management.
• Monitor and ensure all customer complaints are resolved within stipulated TATs according to customer care procedures / processes at first level and taking responsibilities for issues that requires second level resolution on the Customer Relationship Management (CRM) application.
• Manage all complains and report from Team Members and report directly to Head Customer Care.
• Escalate customer complaints to right department and escalation of issues beyond control with adequate follow ups.
• Facilitate resolution of customer queries/complaints and comments received at the business unit/undertaking and implement measures aimed at guaranteeing optimal customer satisfaction.
• Provide guidance and manage the performance of customer care team members.
• Follow up with Investigation Team/PPM/Commercial Manager /Network Operations Manager /Finance &Admin Managers on issues escalated to them for prompt resolution.
• Responsible for generating and submission of NERC and other customer care reports as it may be required.
• Identifying operational gaps and give feedback to the Head Customer Care.
• Responsible for Team bonding/building to motivate and encourage team members.
• Coordinate all the activities of the New Service team.
• Facilitate prompt attention to customers’ requests on record changes and other maintenance
• Comply with Quality Management System / Occupational Health & Safety requirements including objectives and applicable regulations relating to assigned jobs.
• Perform other duties as assigned by the unit Head or Head of Department.

Requirements
Minimum qualifications:

• 1st degree in a Social Science, Business, Management course or any related field
• Minimum of 8 years’ related experience in customer service teams within a reputable company, with four (4) years of managerial experience leading large teams.

Technical Competencies:

• Customer Focus
• Customer Support
• Data Gathering and Analysis
• Electricity Regulations and Policies
• Key Account Management
• Payment Solutions/ Strategy
• Business Intelligence
• Non-Maximum Demand (NMD) Management
• Energy Loss Reduction Techniques Management.

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus.