Customer Experience Officer at Arnergy Solar Limited

Job Title: Customer Experience Officer
Location: Lagos
Employment Type: Full-time
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About Arnergy Solar Limited

Arnergy is a distributed utility providing energy reliability to SMEs and economic clusters in emerging market with flexible acquisition options including energy Subscription (ES) based on monthly fixed fee, consumer financed Lease to Own (LO) with monthly instalment or a Outright Sales (OS) option. Arnergy is on track to deploy excess of 100 Megawatt installed PV capacity powering more than 35,000 businesses across impact sectors not limited to Healthcare, Education, Hospitality by 2023. If you are excited to be part of the solution to Africa’s energy crisis starting with Nigeria, we are happy to have you on board.

Responsibilities

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 potential product improvement insights.

Requirements & Skills

You’ll be a good fit for this role if you have experience with:

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.

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