Customer Support Officer at Ceesolar

Description:

• The Customer Support Officer (Agro Processor Unit) at CEESOLAR will be responsible for ensuring and optimizing customer satisfaction on the company product and service offering to rural agrarian rice farmers in south east Nigeria, thereby facilitating the customers payments. 
• This role involves addressing customer inquiries, resolving issues, and ensuring customer satisfaction.
• The officer will work closely with technical teams, operations staff, and other stakeholders to provide comprehensive support and foster positive relationships with the community.

Requirement:

• A-level of FSCL certificate.
• Microsoft suite proficiency.
• Ms. word. Ms. Excel.
• Proficiency in English and Igbo language.
• Understanding of Rice farming process, cycle etc.
• Knowledge on solar PV systems, energy storage systems, and related technologies.
• Excellent problem-solving skills, ability to work under pressure and a quick learner.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Willingness to travel to remote locations as required.

Working Conditions:

• Regular field visits to farm locations, mini grid sites, including remote and rural areas.
• May involve working in various weather conditions and challenging environments.

Responsibilities and Duties:

• Serve as the primary point of contact for customers, addressing inquiries and resolving issues related to the solar powered threshing machines.
• Provide accurate information about services, billing, and system functionality to customers.
• Handle customer complaints and escalate issues to relevant departments when necessary.
• Assist in managing customer accounts, including billing and payment processing.
• Prepare and submit reports on customer service activities, feedback, and issues to the supervising manager.
• Maintain an up-to-date knowledge base of common customer issues and solutions.
• Organize and participate in community outreach programs to educate customers about the benefits and usage of solar mini grids.
• Collect customer feedback to understand their needs and improve service quality
• Develop and distribute informational materials to assist customers in understanding and utilizing the solar mini grid systems.
• Troubleshoot and resolve common customer problems with the solar mini grid systems, coordinating with technical teams as required.
• Follow up on customer issues to ensure timely resolution and customer satisfaction.
• Maintain detailed records of customer interactions and issues in the customer support system.