Customer Engagement (Telesales) at Husk Power… · Abuja

Company Description

About Us

Husk Power Systems (“Husk”) is an award-winning clean energy company serving rural India and Sub-Saharan Africa. In 2023, it was named “World’s Best Challenger Brand” in the energy industry and is a 3-time Global Cleantech 100 company. The company’s AI-powered rural energy platform provides 24/7 renewable power to rural households, commercial customers, institutions, and small factories. It also delivers a range of other products and services, including e-commerce and credit financing of branded appliances for home and commercial use, as well as community-based solutions for e-mobility and the agricultural value chain. Husk’s mission is to superchange economic growth and social well-being in rural communities that are unserved and underserved.

Benefits

Husk offers flexible working conditions with employee benefits that are in line with global best practices. These include clear career growth planning, transparent performance review and reward processes that are gender neutral, maternity, and paternity leave, gender-inclusive workplace conditions with special attention given to the safety and security of our women employees, 18-day annual paid leave, and family health insurance. Husk does not believe in micromanagement and encourages its employees to have a healthy work-life balance, giving them the freedom to manage their workload to be compatible with their lives.

Job Description

The Telemarketer is responsible for supporting customer operations, complaint management, and portfolio performance monitoring across Husk’s mini-grid business operations. The role supports customer engagement activities, tracks operational and commercial performance indicators, and ensures timely resolution of customer issues to sustain customer satisfaction, revenue performance, and operational stability.

The role requires strong coordination with technical, commercial, and field operations teams to ensure effective service delivery, portfolio visibility, and customer retention across assigned sites.intersection of business strategy, product, operations, digital, and customer experience.

Customer Complaint Management

• Manage end-to-end complaint tracking, escalation, and closure processes.
• Ensure all complaints are accurately logged, categorized, and resolved within approved turnaround timelines.
• Coordinate with Technical Operations and Commercial teams to resolve service-related issues effectively.
• Monitor recurring complaint trends and escalate systemic issues requiring operational intervention.
• Prepare periodic complaint analysis reports and resolution status updates for management review.

Portfolio Performance Monitoring

• Support monitoring of portfolio performance across assigned sites and customer segments.
• Track key operational and commercial metrics including collections, active customers, disconnections, customer retention, and complaint trends.
• Support identification of underperforming sites or customer categories requiring intervention.
• Assist in preparing weekly and monthly portfolio performance reports and dashboards.
• Support implementation of initiatives aimed at improving customer satisfaction, energy uptake, and payment performance.

Revenue & Collections Support

• Support customer payment follow-up and collections coordination activities.
• Monitor delinquent customer accounts and support recovery and reconnection processes.
• Maintain accurate records of customer accounts, payment status, and engagement history.
• Support initiatives aimed at improving collection efficiency and reducing customer churn.

Operational Coordination

• Coordinate with internal teams to communicate outages, maintenance schedules, and service updates to customers.
• Support adherence to customer service SOPs, escalation procedures, and reporting standards.
• Assist in field engagement activities, customer visits, and operational reviews across sites.
• Provide administrative and operational support to the AVP, HMG Business on customer and portfolio-related initiatives.

Qualifications

• Bachelor’s degree in Business Administration, Social Sciences, Communications, Operations Management, or related discipline.
• 2–3 years’ experience in Telemarketing, customer operations, portfolio management, or field operations roles.
• Experience in energy, telecoms, financial services, FMCG, or other distributed operational environments is an advantage.
• Strong analytical and reporting capability with proficiency in Microsoft Excel and PowerPoint.
• Experience handling customer complaints and operational reporting processes preferred.
• Strong written and verbal communication skills.
• Speaking know how to speak Hausa Fluently

Additional Information

Location and Travel

This role is based in Abuja, Nigeria with regular travel to Husk Mini grid and other operational locations.

Salary

Based on the candidate’s experience and qualifications, salary can be negotiated if required

Women candidates are encouraged to apply.

DISCLAIMER:

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.

Husk Power Systems and its subsidiaries are equal-opportunity employers and make employment decisions on the basis of merit and business needs. We hire without consideration of race, colour, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.