Utility Customer Service Officer at A4&T Power

Job Summary

• A4&T Power Solutions is looking for a proactive and customer-focused Utility Customer Service Officer to manage customer relations, handle service requests, resolve complaints, and support customers using our renewable energy utility services. The role involves ensuring excellent customer experience, efficient issue resolution, and accurate documentation of customer interactions.
• Successful Candidate will provide frontline support to our customers. The role involves handling inquiries, resolving complaints, supporting billing processes, and ensuring excellent customer experience across our renewable energy services.

Responsibilities

• Serve as the first point of contact for customer inquiries, complaints, and service requests
• Handle billing inquiries, payment issues, and account updates
• Provide support for prepaid and postpaid metering systems
• Log, track, and follow up on customer complaints to ensure timely resolution
• Educate customers on renewable energy products, services, and safe usage
• Coordinate with technical teams on fault reports and field visits
• Monitor customer service KPIs and customer satisfaction levels
• Maintain accurate customer records and update CRM systems
• Support customer onboarding, disconnections, and reconnections
• Prepare customer service reports and performance summaries
• Conduct regular customer follow-up calls to confirm issue resolution and service satisfaction
• Manage customer escalations and ensure complex complaints are properly handled
• Support field service teams by scheduling customer appointments and site visits
• Analyse customer service data and trends to identify recurring issues and improvement areas
• Assist in the development and implementation of customer service policies and procedures
• Handle service termination and reconnection processes in line with company policies
• Participate in customer education programs and community outreach initiatives
• Support the design and distribution of customer communication materials such as service notices and updates

Qualifications

• Minimum of OND/HND/BSc in Business Administration, Mass Communication, Electrical/Electronic Engineering, or related field

Experience

• 1–2 years of experience in customer service, preferably in utilities, power, or renewable energy sectors
• Strong communication and interpersonal skills
• Basic understanding of metering systems and energy billing
• Proficiency in Microsoft Office and CRM systems
• Ability to work under pressure and manage multiple customer issues

Skills

• Excellent verbal and written communication skills
• Problem-solving and conflict resolution skills
• Customer relationship management
• Data entry and documentation accuracy
• Time management and multitasking
• Team collaboration

Key Performance Indicators (KPIs)

• Average response time to customer inquiries
• First-contact resolution rate
• Number of complaints resolved within SLA
• Accuracy of customer records and billing corrections
• Percentage of repeat complaints