Complaint Resolution Officer at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

Purpose of the Job 

• The Complaint Resolution Officer is responsible for handling customer complaints, inquiries, and service requests with professionalism and efficiency

Key Duties and Responsibilities 

• The Complaint Resolution Officer shall therefore be responsible, but not limited, for the following:
• Identify and troubleshoot customer complaints, including billing disputes, power outages, and service quality concerns, ensuring timely resolution 
• Build sustainable customer relationships through open and engaging interactions 
• Profile customers based on their queries and respond in line with best practices, ethics, and professionalism 
• Provide accurate, valid, and complete information while adhering to regulatory requirements 
• Handle complaints, provide appropriate solutions within defined time limits, and follow up to ensure resolution 
• Document all customer interactions using NESCO’s specified channels and escalate technical complaints to the appropriate field teams 
• Collaborate with field teams to track and resolve service disruptions or technical issues requiring onsite intervention 
• Ensure compliance with electricity regulations, company policies, and service level agreements (SLAs) 
• Contribute to improving customer satisfaction scores by maintaining a courteous and solutions-driven approach 
• Prepare periodic reports for the attention of the Call Centre Supervisor 
• Perform any other tasks as assigned by the Call Centre Supervisor

Minimum Educational & Professional Qualifications, Experience and Knowledge

• Diploma or its equivalent in Business Administration or Social Science is required
•  0-3 years’ work experience in customer service roles

Attributes and Competencies 

• Knowledge of Electricity Regulations and Distribution Policies 
• Strong Data Gathering and Analysis skills 
• Customer Support Proficiency 
• Technical Understanding of Power Distribution Systems (advantageous) 
• Strong Communication and Interpersonal Relations 
• Problem-Solving and Conflict Resolution Skills 
• Ability to manage multiple tasks