Customer Experience Associate at PowerGen

• Location: Lagos, Nigeria
• Job Type: Full time

Company Description

PowerGen Renewable Energy is a micro-grid developer and Engineering, Procurement and Construction (EPC) company for Commercial and Industrial (C&I) solar projects in Africa. PowerGen is creating an African energy system that utilizes clean, renewable energy and smarter grids to deliver power to all. 

We uniquely combine our mission – to build Africa’s future energy system, while improving lives through smarter power – with technical, on-the-ground expertise and an innovative business model. We build, own and operate AC micro-grids and C&I solar projects to bring power to residential, commercial and industrial customers. With over 120 employees, a 7,500 sq. ft. workshop and headquarters in Nairobi, offices in Tanzania, Nigeria and Sierra Leone, PowerGen is building a company that is set to have an impact on the energy sector in Africa for years to come.

Job Description

What You Will Make Happen:

• Complete customer surveys, customer sign up, and other data gathering activities.
• Develop & facilitate customer training on energy use, payment systems, and issue troubleshooting, as well as enlighten and educate customers on new products / bundle packages and customer initiatives within PowerGen.
• Provide post-installation customer service to our customers through remote monitoring & customer engagement site visits.
• Coordinate logistics for field work, including transport, accommodation, and planning routes before embarking on any trips to the field. 
• Train and support other team members during any and all of the above areas as needed.
• Monitor activities of all field enumerators while on site
• Ensure error-free recruitment & training of local agents & community liaison officers within each community
• Monitor and ensure accountability of all local agents
• Oversee activities of assigned Community Liaison Officers
• Perform any other duties as assigned by your manager.

Qualifications

You Already Have:

• First degree or its equivalent in a relevant discipline
• 2+ years relevant work experience in customer service, call center, retail or similar field
• Ability & willingness to travel extensively across the country as required.
• Strong cultural sensitivity and ability to adapt communication styles to diverse rural audiences.
• Excellent persuasive and profiling skills
• Empathetic and patient approach to building relationships and addressing customer needs.
• Fluency in English, both in written and oral communications. An added advantage would be fluency in Hausa, Yoruba, Igbo, Nupe or other Nigerian languages.
• Passion for serving and engaging customers
• Passion for sustainable energy solutions and social impact.
• Knowledge of the energy, clean tech or utility sectors
• Proficiency in Microsoft Office, with emphasis on Microsoft Excel skills
• Flexible and willing to lend a hand whenever needed
• Enthusiasm in working for the field of renewable energy.

Additional Information

What Excites You:

• A fast-paced environment where constant change is the norm and individual initiative-taking is encouraged

• Contributing to rural electrification in Nigeria & building a clean energy future
• Field activities
• A passion for organization, details, and precision 
• Delivering of quality customer service at every interaction
• Contribution to the exponential growth and profitability of PowerGen Nigeria