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

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

Nigerian Electricity Supply Corporation (Nigeria) Limited [NESCO (Nigeria) Limited] is incorporated under the Companies Act of the Laws of Nigeria. Its core business is to generate, distribute, supply and retail electric power in Plateau State and adjacent States.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
Source: Lead Customer Service     at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)