Customer Experience and Data Associate at UpEnergy

Key Responsibilities:

Design & Improve the customer experience:

• Increase customer satisfaction, loyalty, and advocacy.
• Prepare customer evaluation surveys looking for ways to improve satisfaction and identify areas for improvement.
• Guide the sales team in effective client issues resolution and handle any escalations.
• Document processes and logging technical issues, as well as customer compliments and complaints.
• Responding to customer queries in a timely and effective manner.
• Develop feedback surveys and schedule in-person visits with customers to maintain the overall brand experience.
• Any other duty as assigned by the Country Manager 

Data Monitoring and reporting:

• Support the sales and carbon process by reconciling data and the available documentation.

• Flagging corrupted data and fixing coding errors and related problems to a standardized format needed by the department.
• Using automated tools to extract data from primary and secondary sources of the UpEnergy databases and take appropriate action.
• Assist in preparation for annual carbon and sales audits.
• Performing analysis to assess quality of data and draw insight from verification reports and any data that comes in on Google forms or other online verification processes.
• Cross train team members on how to effectively use data analysis to inform operational strategy. 

Does this sound like you?

• Experience with Customer care, sales and data management.
• Ability to collaborate and build relationships with internal and external stakeholders 
• Excellent command of MS Excel; experience with CRM would be a plus 
• 2-5 years’ work experience 
• Ability to innovate and be dynamic
• Ability to work with speed, accuracy and attention to detail
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group. 
• Strong Business acumen, start-up experience preferred.
• A multi-tasker that is creative, ambitious and able to take initiative. 
• Excellent problem-solving ability and judgment. 
• Bachelor’s Degree or equivalent required level, in business, sales, marketing, or another commercial field
• Fluency in English (written and spoken). 
• Fluency in a northern Nigerian language would be a plus