Lead Customer Service     at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

Purpose of the Job 

• Responsible for managing a portfolio of consumers and supervising a team of call centre workers, ensuring maximum engagement and satisfaction through timely updates, accurate service delivery, and prompt resolution of complaints

Key Duties and Responsibilities 

• The Lead Customer Service shall therefore be responsible, but not limited, for the following:
• Manage the portfolio of consumers and ensure maximization of potential benefit to NESCO from each account 
• Update the consumers with regular information on upcoming events, campaigns etc 
• Ensure the quality, accuracy, and timeliness of all services, campaigns and programs delivered to the customer 
• Ensure all complaints are being handled timely and properly 
• Fully comply with NESCO’s internal procedures and policies 
• Supervise the activities of the call centre team and key account managers Prepare periodic reports for the attention of the Head, Distribution 
• Perform any other tasks as assigned by the Head, Distribution

Minimum Educational & Professional Qualifications, Experience and Knowledge 

• First degree or its equivalent in Business Administration or Social Science is required
• Requires between 5-7 years relevant work experience at least 3 of the years in a leadership position.

Attributes and Competencies 

• Customer Oriented 
• Data Gathering and Analysis 
• Knowledge of Electricity Regulations and Policies 
• Business Intelligence 
• Knowledge of Maximum and Non-Maximum Demand Account Management 
• Energy loss reduction techniques management 
• Communication and interpersonal relations 
• Supervisory/Managerial Skills 
• Problem solving and decision making