Customer Experience Officer
Job description
Come join Arnergy’s team and help improve distributed energy reliability to businesses and homes in Nigeria. You will serve as the voice of the company to customers, handling inquiries, complaints, and service requests related to solar installations, maintenance, and product performance. You will ensure that every customer interaction — via phone, email, chat, or social media — reflects our brand’s excellence, empathy, and commitment to reliable solar energy solutions.
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
REQUIREMENTS & SKILLS
You’ll be a good fit for this role if you have the experience below:
- 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.