The Telemarketer is responsible for supporting customer operations, complaint management, and portfolio performance monitoring across Husk’s mini-grid business operations. The role supports customer engagement activities, tracks operational and commercial performance indicators, and ensures timely resolution of customer issues to sustain customer satisfaction, revenue performance, and operational stability.
The role requires strong coordination with technical, commercial, and field operations teams to ensure effective service delivery, portfolio visibility, and customer retention across assigned sites.intersection of business strategy, product, operations, digital, and customer experience.
Customer Complaint Management
- Manage end-to-end complaint tracking, escalation, and closure processes.
- Ensure all complaints are accurately logged, categorized, and resolved within approved turnaround timelines.
- Coordinate with Technical Operations and Commercial teams to resolve service-related issues effectively.
- Monitor recurring complaint trends and escalate systemic issues requiring operational intervention.
- Prepare periodic complaint analysis reports and resolution status updates for management review.
Portfolio Performance Monitoring
- Support monitoring of portfolio performance across assigned sites and customer segments.
- Track key operational and commercial metrics including collections, active customers, disconnections, customer retention, and complaint trends.
- Support identification of underperforming sites or customer categories requiring intervention.
- Assist in preparing weekly and monthly portfolio performance reports and dashboards.
- Support implementation of initiatives aimed at improving customer satisfaction, energy uptake, and payment performance.
Revenue & Collections Support
- Support customer payment follow-up and collections coordination activities.
- Monitor delinquent customer accounts and support recovery and reconnection processes.
- Maintain accurate records of customer accounts, payment status, and engagement history.
- Support initiatives aimed at improving collection efficiency and reducing customer churn.
Operational Coordination
- Coordinate with internal teams to communicate outages, maintenance schedules, and service updates to customers.
- Support adherence to customer service SOPs, escalation procedures, and reporting standards.
- Assist in field engagement activities, customer visits, and operational reviews across sites.
- Provide administrative and operational support to the AVP, HMG Business on customer and portfolio-related initiatives.
Qualifications
- Bachelor’s degree in Business Administration, Social Sciences, Communications, Operations Management, or related discipline.
- 2–3 years’ experience in Telemarketing, customer operations, portfolio management, or field operations roles.
- Experience in energy, telecoms, financial services, FMCG, or other distributed operational environments is an advantage.
- Strong analytical and reporting capability with proficiency in Microsoft Excel and PowerPoint.
- Experience handling customer complaints and operational reporting processes preferred.
- Strong written and verbal communication skills.
- Speaking know how to speak Hausa Fluently
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