ARNERGY is a distributed utility technology company that leverage Internet of Things (IoT) to deploy affordable, reliable distributed solar energy solutions to rural and urban consumers and SMEs across Nigeria on a monthly subscription model.
Customer Experience Officer
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Experience: 2 – 4 years
- Location: Lagos
- Job Field: Customer Care
Responsibilities
You’ll focus on:
- Handling inbound and outbound calls, emails, and live chats from residential, commercial, and VVIP customers.
- Escalating complex or technical issues to the Field Service or Back Office/Technical Support teams for prompt action.
- Following up with customers to ensure issues are fully resolved and satisfaction is achieved.
- Ensuring that customer concerns are addressed within SLA timelines and according to Arnergy standards.
- Monitoring and managing customer sentiment, identifying opportunities to delight customers at key touchpoints.
- Supporting marketing campaigns by following up with prospects generated from events, activations, and digital campaigns.
- Participating in customer satisfaction surveys and continuous feedback loops to improve service quality.
- Assisting in onboarding and supporting clients/distributors, providing accurate product, pricing and service knowledge.
- Contributing to developing scripts, FAQs, and knowledge base materials for consistent service delivery.
- Maintaining accurate call logs, ticketing records, and case histories.
- Tracking personal and team KPIs including response time, resolution rate, and customer satisfaction (CSAT) scores.
- Preparing weekly summaries of customer pain points, recurring issues, and potential product improvement insights.
Requirements & Skills
You’ll be a good fit for this role if you have experience with:
- Bachelor’s degree in Business Administration, Communications, Engineering or a related field.
- 2–4 years of experience in customer service or call centre operations (experience in the solar/energy sector is an advantage).
- Strong verbal and written communication skills — clear, empathetic, and professional.
- Proficiency in CRM tools (e.g., Zoho, Salesforce) and call management systems.
- Technical understanding of solar PV systems, inverters, and batteries (training will be provided).
- Strong multitasking, problem-solving, and time management abilities.
- A customer-first mindset, patience, and resilience under pressure.
We’d also like to see:
- Flexibility and comfort working in a fast-paced, changing environment
- An attribute of grit
- Compliance oriented, good interpersonal skills
- High level of attention to detail.
Method of Application
Interested and qualified? Go to Arnergy Solar Limited on arnergy.zohorecruit.com to apply
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