Customer Experience and Data Associate Job at UpEnergy

UpEnergy brings aspirational energy saving products within reach for low-income communities. We create valuable health and environmental outcomes by providing our users with products that improve their lives every day. Our approach combines local, on-the-ground teams leveraging our platform to best serve users, with over a decade of experience building platforms that generate valuable carbon emission reductions and allow us to provide our products to local communities at affordable subsidized prices.

We are recruiting to fill the position below:

Job Position: Customer Experience and Data Associate

Job Location: Abuja, Nigeria
Employment Type: Full-Time
Minimum Experience: Mid-level
Department: Business Development

Job Role

• We seeks professionals interested in clean energy, rural distribution, international health, and development to serve as the Customer Experience and Data Associate to promote excellent standards in the company’s interaction with customers for our operations in Nigeria. 
• The role requires innovative and dynamic thinking, data management skills, high organizational ability, and excellent interpersonal communication skills. 
• The CED Associate will report directly to the Country Director. UpEnergy distributes clean cookstoves and other energy-saving products throughout the country. 
• As we source products from multiple suppliers and distribute them through over a dozen points of sale, tracking and managing our inventory is essential to our business operations. 
• The primary responsibility of the CED Associate is confirming satisfaction with customers and ensuring accuracy in overall sales and data collected by the sales team.

Key Responsibilities
Design & Improve the customer experience:

• Increase customer satisfaction, loyalty, and advocacy.
• Prepare customer evaluation surveys looking for ways to improve satisfaction and identify areas for improvement.
• Guide the sales team in effective client issues resolution and handle any escalations.
• Document processes and logging technical issues, as well as customer compliments and complaints.
• Responding to customer queries in a timely and effective manner.
• Develop feedback surveys and schedule in-person visits with customers to maintain the overall brand experience.
• Any other duty as assigned by the Country Manager 

Data Monitoring and reporting:

• Support the sales and carbon process by reconciling data and the available documentation.
• Flagging corrupted data and fixing coding errors and related problems to a standardized format needed by the department.
• Using automated tools to extract data from primary and secondary sources of the UpEnergy databases and take appropriate action.
• Assist in preparation for annual carbon and sales audits.
• Performing analysis to assess quality of data and draw insight from verification reports and any data that comes in on Google forms or other online verification processes.
• Cross train team members on how to effectively use data analysis to inform operational strategy. 

Job Requirements
Does this sound like you?

• Bachelor's Degree or equivalent required level, in Business, Sales, Marketing, or another Commercial field
• 2-5 years’ work experience 
• Experience with Customer care, sales and data management.
• Ability to collaborate and build relationships with internal and external stakeholders 
• Excellent command of MS Excel; experience with CRM would be a plus 
• Ability to innovate and be dynamic
• Ability to work with speed, accuracy and attention to detail
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group. 
• Strong Business acumen, start-up experience preferred.
• A multi-tasker that is creative, ambitious and able to take initiative. 
• Excellent problem-solving ability and judgment. 
• Fluency in English (written and spoken). 
• Fluency in a northern Nigerian language would be a plus

Compensation
The Human Resource & Communications Manager will receive a competitive salary and bonus.