Team Lead, Customer Services at Kaduna Electricity Distribution Company

Kaduna Electricity Distribution Company (RC 638640), is one of the eleven successor distribution companies of the defunct Power Holding Company of Nigeria (PHCN). Kaduna Electric, a registered trademark of Kaduna Electricity Distribution Company, is licensed by the Nigerian Electricity Regulatory Commission (NERC) to distribute and retail electricity within a service coverage area of Northwestern-most of Nigeria. It has its Headquarters in Kaduna, with offices in Kebbi, Sokoto and Zamfara States.

Kaduna Electric is looking to employ young, vibrant professionals to fill the position below in the Marketing and Customer Services Department:

Job Title: Team Lead, Customer Service

Job Type: Full-time
Location: Kaduna State

Job Summary

• Help to develop and implement a customer service policy for the organization.
• Finding ways to measure customer satisfaction and improve services.
• Reduced down time in customer complaint handling

Principal Duties and Responsibilities

• Oversee customer issues and ensure effective and long term problem resolution.
• Develop and Implement customer services policies and strategies (Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Investigation of customer complaints and recommending best strategies for resolution
• Collect,collate ,analyze, and interprete relevant statistics relating to customer satisfaction .
• Manage the Company's customer care and call center.
• Leading and supervising a team of customer service staff.
• Training of customer care staff to deliver high standard of customer service.
• Carry out initiatives to improve and manage customer expectations.
• Keeping ahead of developments in the industry and provide advise enable the management take proactive decisions.

Competency and Skill Requirements

• Customer/client focus-Excellent understanding of the peculiar customer challenges of the energy or related industry.
• Project Management
• leadership
• Problem solving/Analysis
• Team work orientation.
• Results Driven
• Communication proficiency.
• Excellent time management and organizational skills.

Experience and Minimum Requirements

• A Bachelor's degree or HND preferably in social sciences /or equivalent.
• Advanced Proficiency in MS Office (Word, Excel, and PowerPoint).
• Master’s degree (MBA) or professional membership of any relevant local or international associations will be an added advantage.
• 7-12 years cognate experience

Application Closing Date
Thursday, 23rd April, 2015

Method of Application
Interested and qualified candidates should:
Click here to apply online