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Customer Service Officer at Protergia Energy Nigeria

Salary not specified
Employment type not specifiedExperience not specifiedNigeria
Employer not disclosedNigeria

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Customer Service Officer at Protergia Energy Nigeria August, 2026 | MyJobMag window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-SMD4ZL13FW'); { "@context": "http://schema.org", "@type": "JobPosting", "title": "Customer Service Officer", "datePosted": "2026-08-12T09:01:39+01:00", "validThrough": "2026-09-11T00:00:00+0000", "hiringOrganization" : { "@type" : "Organization", "name" : "Protergia Energy Nigeria", "sameAs" : "https://www.myjobmag.com/jobs-at/protergia-energy-nigeria" }, "educationRequirements": { "@type" : "EducationalOccupationalCredential", "credentialCategory" : "bachelor degree"}, "employmentType": "Full Time", "experienceRequirements": { "@type" : "OccupationalExperienceRequirements", "monthsOfExperience" : "24" }, "industry": "Engineering / Technical", "occupationalCategory":"Customer Care, Success and Service", "jobLocation": { "@type": "Place", "address": { "@type": "PostalAddress", "addressLocality": "Abuja", "addressRegion": "Abuja", "addressCountry": "NG" } }, "image":"https://www.myjobmag.com/company_logo/13848Protergia Energy Nigeria.png", "description": "<p><strong>GENERAL JOB DESCRIPTION</strong></p> <p>The Customer Service Officer is responsible for providing excellent customer support and ensuring a positive customer experience across the company\&#39;s renewable energy services, including mini-grid, solar power, metering, and energy access solutions.</p> <p>The role involves responding to customer enquiries and complaints, supporting customer onboarding and registration, resolving service-related issues, maintaining accurate customer records, and working closely with the Technical, Operations, Finance, and Business Development teams to ensure efficient and reliable service delivery.</p> <p>The officer will serve as a key link between the company and its customers and will contribute to customer retention, satisfaction, revenue growth, and overall business performance.</p> <p>Customer Support &amp; Engagement</p> <ul> <li>Serve as the first point of contact for customers through phone calls, WhatsApp, email, walk-ins, and other approved communication channels.</li> <li>Respond promptly and professionally to customer enquiries, requests, and complaints.</li> <li>Provide customers with accurate information about electricity services, tariffs, metering, payments, connections, and company policies.</li> <li>Educate customers on the proper use of the company\&#39;s energy services and equipment.</li> <li>Maintain positive relationships with customers and promote customer loyalty.</li> <li>Follow up with customers to confirm that reported issues have been satisfactorily resolved.</li> </ul> <p>Complaint Management</p> <ul> <li>Receive, document, categorize, and track customer complaints.</li> <li>Escalate technical faults and service issues to the appropriate Technical or Operations team.</li> <li>Monitor outstanding complaints until resolution.</li> <li>Maintain a customer complaint log and ensure timely closure of all assigned complaints.</li> <li>Identify recurring customer complaints and recommend corrective actions to management.</li> <li>Ensure customers receive regular updates on unresolved issues.</li> </ul> <p>Customer Registration &amp; Onboarding</p> <ul> <li>Support the registration and onboarding of new customers.</li> <li>Verify customer information and required documentation.</li> <li>Ensure customer data is accurately captured in the company\&#39;s CRM or customer management system.</li> <li>Explain service terms, payment procedures, tariffs, and other relevant policies to new customers.</li> <li>Support customer education and awareness campaigns within project communities.</li> <li>Work with the Business Development and Customer Acquisition teams to ensure smooth conversion of prospective customers to active customers.</li> </ul> <p>Billing, Payments &amp; Metering Support</p> <ul> <li>Assist customers with enquiries relating to bills, payments, prepaid meters, energy consumption, and account balances.</li> <li>Guide customers on approved payment channels and procedures.</li> <li>Escalate billing discrepancies and meter-related issues to the Finance or Technical team.</li> <li>Monitor and follow up on unresolved payment or metering complaints.</li> <li>Support customer communication during tariff changes, planned outages, maintenance, and other service interruptions.</li> </ul> <p>Customer Retention &amp; Satisfaction</p> <ul> <li>Monitor customer satisfaction and identify areas requiring improvement.</li> <li>Conduct customer follow-ups and satisfaction checks where required.</li> <li>Identify customers at risk of disengagement and escalate concerns to management.</li> <li>Support initiatives aimed at improving customer retention and reducing customer complaints.</li> <li>Collect customer feedback and provide actionable reports to management.</li> </ul> <p>Community Engagement</p> <ul> <li>Participate in community sensitization and customer engagement activities at project sites.</li> <li>Educate customers and community members about renewable energy, mini-grid operations, electricity usage, safety, and payment processes.</li> <li>Support town-hall meetings and community engagement sessions.</li> <li>Maintain good relationships with community representatives and key stakeholders.</li> <li>Report community concerns that may affect customer satisfaction or project operations.</li> </ul> <p>Data Management &amp; Reporting</p> <ul> <li>Maintain accurate and up-to-date customer records.</li> <li>Prepare daily, weekly, and monthly customer service reports.</li> <li>Track key customer service metrics, including:</li> <li>Number of complaints received.</li> <li>Number of complaints resolved.</li> <li>Complaint resolution time.</li> <li>Customer satisfaction.</li> <li>Customer retention.</li> <li>New customer registrations.</li> <li>Payment-related complaints.</li> <li>Meter-related complaints.</li> <li>Maintain proper documentation of customer interactions and resolutions.</li> <li>Provide management with regular feedback on customer trends and emerging issues.</li> </ul> <p>Cross-Functional Collaboration</p> <ul> <li>Work closely with the Technical team to resolve power supply, metering, and equipment-related complaints.</li> <li>Collaborate with Finance on billing, payment, and account-related issues.</li> <li>Work with Business Development and Sales teams on customer acquisition and retention.</li> <li>Coordinate with Operations on service interruptions, maintenance activities, and restoration of services.</li> <li>Provide customer feedback to relevant departments to support continuous improvement.</li> </ul> <p>EDUCATION &amp; TRAINING&nbsp;&nbsp; &nbsp;</p> <ul> <li>Bachelor\&#39;s degree or HND in Business Administration, Marketing, Mass Communication, Customer Service, Public Relations, Social Sciences, or a related field.</li> <li>Professional certification in Customer Service, CRM, Marketing, or a related field is an advantage.</li> </ul> <p>KNOWLEDGE &amp; EXPERIENCE&nbsp;&nbsp; &nbsp;</p> <ul> <li>Minimum of 1&ndash;3 years\&#39; experience in customer service, preferably within renewable energy, utilities, telecommunications, fintech, or a related industry.</li> </ul> <p><strong>SKILLS &amp; ABILITIES</strong></p> <p>Technical Skills</p> <ul> <li>Good knowledge of customer service principles and practices.</li> <li>Basic understanding of renewable energy, solar systems, mini-grids, electricity metering, and energy services.</li> <li>Good knowledge of Microsoft Office tools, particularly Excel and Word.</li> <li>Experience using CRM or customer management platforms is an advantage.</li> <li>Good reporting and documentation skills.</li> </ul> <p>Soft Skills</p> <ul> <li>Excellent verbal and written communication skills.</li> <li>Strong interpersonal and relationship-management skills.</li> <li>Customer-focused and service-oriented.</li> <li>Strong problem-solving and conflict-resolution abilities.</li> <li>Ability to remain calm and professional when handling difficult customers.</li> <li>Good listening and negotiation skills.</li> <li>Attention to detail.</li> <li>Ability to work independently and as part of a team.</li> <li>Ability to work under pressure and meet deadlines.</li> <li>Strong community engagement skills.</li> </ul>" } @keyframes pulse { 0% { transform: scale(1); 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  • Posted: Aug 12, 2026

    Deadline: Sep 11, 2026

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    Protergia is a renewable energy project developer and independent power producer. We develop and build solar powered captive power plants for corporate, industrial and public clients. We also develop, finance and operate rural mini-grids for electrification projects. Our projects use best in class and smart/digital technologies, including a network of connec...

    Customer Service Officer

    GENERAL JOB DESCRIPTION

    The Customer Service Officer is responsible for providing excellent customer support and ensuring a positive customer experience across the company\'s renewable energy services, including mini-grid, solar power, metering, and energy access solutions.

    The role involves responding to customer enquiries and complaints, supporting customer onboarding and registration, resolving service-related issues, maintaining accurate customer records, and working closely with the Technical, Operations, Finance, and Business Development teams to ensure efficient and reliable service delivery.

    The officer will serve as a key link between the company and its customers and will contribute to customer retention, satisfaction, revenue growth, and overall business performance.

    Customer Support & Engagement

    • Serve as the first point of contact for customers through phone calls, WhatsApp, email, walk-ins, and other approved communication channels.
    • Respond promptly and professionally to customer enquiries, requests, and complaints.
    • Provide customers with accurate information about electricity services, tariffs, metering, payments, connections, and company policies.
    • Educate customers on the proper use of the company\'s energy services and equipment.
    • Maintain positive relationships with customers and promote customer loyalty.
    • Follow up with customers to confirm that reported issues have been satisfactorily resolved.

    Complaint Management

    • Receive, document, categorize, and track customer complaints.
    • Escalate technical faults and service issues to the appropriate Technical or Operations team.
    • Monitor outstanding complaints until resolution.
    • Maintain a customer complaint log and ensure timely closure of all assigned complaints.
    • Identify recurring customer complaints and recommend corrective actions to management.
    • Ensure customers receive regular updates on unresolved issues.

    Customer Registration & Onboarding

    • Support the registration and onboarding of new customers.
    • Verify customer information and required documentation.
    • Ensure customer data is accurately captured in the company\'s CRM or customer management system.
    • Explain service terms, payment procedures, tariffs, and other relevant policies to new customers.
    • Support customer education and awareness campaigns within project communities.
    • Work with the Business Development and Customer Acquisition teams to ensure smooth conversion of prospective customers to active customers.

    Billing, Payments & Metering Support

    • Assist customers with enquiries relating to bills, payments, prepaid meters, energy consumption, and account balances.
    • Guide customers on approved payment channels and procedures.
    • Escalate billing discrepancies and meter-related issues to the Finance or Technical team.
    • Monitor and follow up on unresolved payment or metering complaints.
    • Support customer communication during tariff changes, planned outages, maintenance, and other service interruptions.

    Customer Retention & Satisfaction

    • Monitor customer satisfaction and identify areas requiring improvement.
    • Conduct customer follow-ups and satisfaction checks where required.
    • Identify customers at risk of disengagement and escalate concerns to management.
    • Support initiatives aimed at improving customer retention and reducing customer complaints.
    • Collect customer feedback and provide actionable reports to management.

    Community Engagement

    • Participate in community sensitization and customer engagement activities at project sites.
    • Educate customers and community members about renewable energy, mini-grid operations, electricity usage, safety, and payment processes.
    • Support town-hall meetings and community engagement sessions.
    • Maintain good relationships with community representatives and key stakeholders.
    • Report community concerns that may affect customer satisfaction or project operations.

    Data Management & Reporting

    • Maintain accurate and up-to-date customer records.
    • Prepare daily, weekly, and monthly customer service reports.
    • Track key customer service metrics, including:
    • Number of complaints received.
    • Number of complaints resolved.
    • Complaint resolution time.
    • Customer satisfaction.
    • Customer retention.
    • New customer registrations.
    • Payment-related complaints.
    • Meter-related complaints.
    • Maintain proper documentation of customer interactions and resolutions.
    • Provide management with regular feedback on customer trends and emerging issues.

    Cross-Functional Collaboration

    • Work closely with the Technical team to resolve power supply, metering, and equipment-related complaints.
    • Collaborate with Finance on billing, payment, and account-related issues.
    • Work with Business Development and Sales teams on customer acquisition and retention.
    • Coordinate with Operations on service interruptions, maintenance activities, and restoration of services.
    • Provide customer feedback to relevant departments to support continuous improvement.

    EDUCATION & TRAINING

    • Bachelor\'s degree or HND in Business Administration, Marketing, Mass Communication, Customer Service, Public Relations, Social Sciences, or a related field.
    • Professional certification in Customer Service, CRM, Marketing, or a related field is an advantage.

    KNOWLEDGE & EXPERIENCE

    • Minimum of 1–3 years\' experience in customer service, preferably within renewable energy, utilities, telecommunications, fintech, or a related industry.

    SKILLS & ABILITIES

    Technical Skills

    • Good knowledge of customer service principles and practices.
    • Basic understanding of renewable energy, solar systems, mini-grids, electricity metering, and energy services.
    • Good knowledge of Microsoft Office tools, particularly Excel and Word.
    • Experience using CRM or customer management platforms is an advantage.
    • Good reporting and documentation skills.

    Soft Skills

    • Excellent verbal and written communication skills.
    • Strong interpersonal and relationship-management skills.
    • Customer-focused and service-oriented.
    • Strong problem-solving and conflict-resolution abilities.
    • Ability to remain calm and professional when handling difficult customers.
    • Good listening and negotiation skills.
    • Attention to detail.
    • Ability to work independently and as part of a team.
    • Ability to work under pressure and meet deadlines.
    • Strong community engagement skills.

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Market insight

1 200 000 ₦

Based on 67 offers with salary for this country

Full salary breakdown

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