Powergen Engineering Limited is Recruiting For Customer Experience Manager
Powergen Engineering Limited
Lagos, NG
6d ago
source : Mrjobsnaija

Job Description

What You Will Make Happen :

Curate a Customer is King Culture :

  • Internally within the business unit and
  • Externally with our power users, partners and regulators.
  • Customer Experience Management Customer Acquisition, Training, Issue resolution :

  • Prepare and execute Customer Experience Strategies
  • Educate, register and engage communities to increase customer count
  • Analyze data and create community profiles demographics and psychographics to understand tariff bands, community behaviour and productive use opportunities .
  • Work with Operations & Maintenance (O&M) team and other business partners to improve current operations at existing micro-grids
  • Manage & supervise job creation initiatives for locals
  • Prepare & present dashboards to management with a view to KPIs such as ARPU, CSAT and Issue resolution times and other relevant SLAs
  • Manage the CRM and issue resolution and escalation interface
  • Functional Intelligence -Extract insights from data and customer touch points and report to management.
  • Drive Growth in Recurring Revenue from Customers :

  • Drive revenue enhancement initiatives aimed at maximizing our customer relationship
  • Demand Stimulation -Identifying and upselling additional services, products
  • Product usage Drive high customer activity rates inline with corporate goals
  • Customer sign up Devise strategies on sign up of high value customers
  • Payments & Collections Ensuring repayments are fully made for any services or products financed.
  • Improve Function Quality Continuous Improvement of Work Streams :

  • Map the customer experience process flow identifying the key processes
  • Quarterly review current process flow to identify areas of improvement
  • Quarterly Audit function for inefficiencies and cost saving opportunities and present findings
  • Manage and optimize budgets & allowances.
  • Site Selection & Community Mapping Support :

  • Prepare and execute cost-effective enumerator strategies. Engage and secure entry to communities to support site activities
  • Approve entry logistics and journey plans for contractors for field work
  • Stakeholder Engagement Communities , Local governments, Agencies etc :

  • Communicating effectively with village elders and councils to explain the microgrid concept, obtain land lease agreements, and ensure positive community relationships for micro-grid sites.
  • Liaise with government officials and other stakeholders to obtain all necessary permits, letters of introduction, licenses, leases and other documentation from regional and district offices required to meet BU mandates.
  • Associate & Intern Training :

    Build and manage and create training content for a growing team of Customer Engagement Associates & interns to :

  • Provide pre, during and post-installation customer service support to the Business unit
  • Coordinate logistics for field work, including transport, accommodation, and planning routes before embarking on any trips to the field.
  • Secondary Work Streams :

  • Will be dictated by the corporate KPIs and Business Unit requirements.
  • Qualifications

    What You Should Possess :

  • First Degree Certificate in relevant field
  • 5+ years experience in customer service
  • 4+ years experience in a leadership role.
  • Excellent interpersonal and communication skills.
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