Customer Engagement Associate Job at Husk Power Energy Systems Nigeria Limited

Husk is one of the world’s leading rural energy providers. We provide low-cost and reliable power to rural households and businesses, entirely from renewable energy sources. Powering economic possibilities in every village is at the heart of everything we do.

We design, build and operate the lowest cost hybrid (solar and biomass) power plant and distribution network in India and Africa. To date, Husk has provided electricity to over 15,000 homes and business, reducing 95,000 tonnes of CO2. Our aim is to provide 30MW of power to 225,000 customers by 2025, and save 350,000 tonnes of CO2 each year.

We are recruiting to fill the position below:

Job Position: Customer Engagement Associate

Job Location: Abuja
Employment Type: Full-time

Job Description

• We are seeking a dynamic and results-driven Customer Relationship Officer, to join the growing team in Nigeria.
• The ideal candidate will be responsible for managing all customer complaints and inquiries, providing communication to customers on services, improving customer relationships and retention.
• This role requires a combination of technical expertise, complaints management, and excellent communication skills to effectively engage with customers, understand their needs, and provide tailored solutions. You need to be a team player and have a problem-solving attitude.

Responsibilities
General:

• Manage all customer complaints and inquiries.
• Carry out survey calls on NPS, VOC, and CSAT to aid organizational decision-making.
• Stay informed about industry trends, market developments, and competitor activities to identify opportunities for business growth.
• Prepare and submit accurate reports on surveys and other customer engagement activities.
• Coordinate with the marketing team to develop promotional materials, campaigns, and initiatives to improve customer retention.
• Ability to use CRM tools to track customer journeys.
• Build and maintain strong relationships with existing and new clients through regular communication.
• Collaborate with technical and sales teams to address customer inquiries, resolve complaints, and provide value-added support.
• Continuously strive to enhance product knowledge, sales techniques, and professional skills through training and self-development activities.

Location and Travel:

• This role is based in Abuja, Nigeria
• Would be required to work from minigrid locations often; and not May be required to travel often to visit sites.

Qualifications
Required Skills & Attributes:

• Minimum of a BSC/HND in Arts, Social Sciences, and another related field preferred.
• Proven track record of success in customer service or contact center operations
• High proficiency in Hausa and English Language 
• Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical audiences.
• Exceptional negotiation, persuasion, and interpersonal skills.
• Self-motivated, proactive, and able to work independently as well as part of a team.
• Ability to prioritize tasks, manage time effectively, and meet deadlines.
  Willingness to travel frequently within the assigned territory.

Benefits

• Salary: N200,000 - N250,000 monthly
• Husk offers flexible working conditions with employee benefits that are in line with global best practices.
• These include clear career growth planning, transparent annual review processes that are gender inclusive, maternity, and paternity leave, gender-inclusive workplace conditions, family health insurance, and frequent training to assist the employees to grow in and to the next roles.
• Husk does not believe in micromanagement and encourages its employees to have a healthy work-life balance hence giving them the freedom to manage their workload to be compatible with their life.