Customer Support Specialist at Ceesolar

About the job

• We seek an experienced, dedicated, customer-oriented Customer Support Specialist to join our team.
• The candidate will be responsible for providing exceptional support to our customers, addressing their inquiries, resolving issues, and ensuring a positive customer experience.
• This role requires excellent communication skills, problem-solving abilities, and a strong commitment to 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 customer, community and stakeholders.

Requirement:

• Bachelor’s degree in Business Administration, Communication, or a related field preferred.
• 3- 5 years experience in a customer support or customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Proficiency in using customer support software and CRM systems.
• Familiarity with renewable energy systems is a plus.
• Microsoft suite proficiency: Ms. Word. Ms. Excel
• Proficiency in English and Igbo language
• Willingness to travel to remote locations as required.

Responsibilities: 

• Ensure consistent and effective communication with customers, addressing their needs and concerns promptly.
• Build and maintain strong relationships with customers, understanding their needs and expectations.
• Develop and implement customer relationship management strategies to enhance customer satisfaction and loyalty.
• Coordinate customer interactions across borders via phone calls, emails, chats and messages.
• Ensure timely and effective resolution of customer inquiries and issues.
• Conduct regular visits to our customers and threshing locations as required.
• Engage with customers on-site to address their concerns and gather feedback.
• Collaborate with site managers and the technical team to resolve customer issues.
• Manage customer complaints and concerns calmly and professionally.
• Follow up on customer issues to ensure timely resolution and customer satisfaction.
• Gather feedback from customers to improve our products and services.
• Maintain accurate records of customer interactions and issues.
• Escalate customer issues to the appropriate units for further resolution.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Provide accurate information about services, billing, and system functionality to customers.
• 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.
• Prepare reports on customer interactions and issue resolutions.