Customer Engagement (Telesales)

The Telemarketer is responsible for supporting customer operations complaint management and portfolio performance monitoring across Husks mini-grid business operations. The role supports customer engagement activities tracks operational and commercial performance indicators and ensures timely resolution of customer issues to sustain customer satisfaction revenue performance and operational stability.

The role requires strong coordination with technical commercial and field operations teams to ensure effective service delivery portfolio visibility and customer retention across assigned of business strategy product operations digital and customer experience.

Customer Complaint Management

• Manage end-to-end complaint tracking escalation and closure processes.

• Ensure all complaints are accurately logged categorized and resolved within approved turnaround timelines.

• Coordinate with Technical Operations and Commercial teams to resolve service-related issues effectively.

• Monitor recurring complaint trends and escalate systemic issues requiring operational intervention.

• Prepare periodic complaint analysis reports and resolution status updates for management review.

Portfolio Performance Monitoring

• Support monitoring of portfolio performance across assigned sites and customer segments.

• Track key operational and commercial metrics including collections active customers disconnections customer retention and complaint trends.

• Support identification of underperforming sites or customer categories requiring intervention.

• Assist in preparing weekly and monthly portfolio performance reports and dashboards.

• Support implementation of initiatives aimed at improving customer satisfaction energy uptake and payment performance.

Revenue & Collections Support

• Support customer payment follow-up and collections coordination activities.

• Monitor delinquent customer accounts and support recovery and reconnection processes.

• Maintain accurate records of customer accounts payment status and engagement history.

• Support initiatives aimed at improving collection efficiency and reducing customer churn.

Operational Coordination

• Coordinate with internal teams to communicate outages maintenance schedules and service updates to customers.

• Support adherence to customer service SOPs escalation procedures and reporting standards.

• Assist in field engagement activities customer visits and operational reviews across sites.

• Provide administrative and operational support to the AVP HMG Business on customer and portfolio-related initiatives.

Qualifications :

• Bachelors degree in Business Administration Social Sciences Communications Operations Management or related discipline.

• 23 years experience in Telemarketing customer operations portfolio management or field operations roles.

• Experience in energy telecoms financial services FMCG or other distributed operational environments is an advantage.

• Strong analytical and reporting capability with proficiency in Microsoft Excel and PowerPoint.

• Experience handling customer complaints and operational reporting processes preferred.

• Strong written and verbal communication skills.

• Speaking know how to speak Hausa Fluently

Additional Information :

Location and Travel

This role is based in Abuja Nigeria with regular travel to Husk Mini grid and other operational locations.                                                               

Salary

Based on the candidates experience and qualifications salary can be negotiated if required

Women candidates are encouraged to apply.

DISCLAIMER: 

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.

Husk Power Systems and its subsidiaries are equal-opportunity employers and make employment decisions on the basis of merit and business needs. We hire without consideration of race colour religion citizenship political activity or affiliation marital status age national origin ancestry disability veteran status sexual orientation gender identity gender expression sex or gender or any other basis protected by law.

Remote Work :

No

Employment Type :

Full-time