Bluetti is a global leader in clean energy technology, dedicated to delivering reliable and innovative solar power solutions to homes, businesses, and off-grid communities. With operations in over 110 countries and a growing presence in Nigeria, we specialize in portable power stations, solar generators, and modular energy storage systems that are reshaping how people access and use electricity.
At Bluetti, we believe in a future powered by sustainable energy. Our products are built using advanced LiFePO? battery technology, offering long-lasting performance, safety, and flexibility. We are committed to empowering underserved regions through clean, accessible power, supported by initiatives like Lighting An African Family (LAAF). Joining Bluetti means becoming part of a passionate, forward-thinking team that values innovation, problem-solving, and making a positive impact on people’s lives. If you're looking to build a meaningful career in the renewable energy space, Bluetti is the place for you.
We are recruiting to fill the position below:
Job Position: Customer Service Specialist
Job Location: Lagos
Job type: Full-time
Job Summary
- The Customer Service Specialist will support the Customer experience Manager in ensuring operational excellence across the Customer Experience function.
- The role is responsible for driving complaint resolution, coordinating customer follow-ups, monitoring daily customer service activities, ensuring service quality, and supporting continuous improvement initiatives.
- The Specialist will serve as the first level of operational oversight for the Customer Service
- Executives by monitoring performance, ensuring timely resolution of customer issues, coordinating daily work schedules, and maintaining excellent service delivery standards.
- This role is dynamic, and responsibilities may be adjusted from time to time to meet organizational needs.
Complaint Resolution & Customer Follow-up:
- Take ownership of escalated customer complaints from initiation to resolution.
- Coordinate with Technical, Sales, Logistics, Finance, and other departments to ensure timely resolution of customer issues.
- Maintain an accurate complaint tracking system and monitor the status of all open cases.
- Conduct regular follow-up with customers to provide updates and ensure complete resolution.
- Ensure all complaints are properly documented within the CRM.
- Identify recurring customer issues and recommend preventive actions.
- Prepare weekly and monthly complaint resolution reports, including root cause analysis and improvement recommendations.
- Ensure service level agreements (SLAs) for complaint resolution are consistently met.
Customer Service Operations & Daily Monitoring:
- Coordinate daily customer service activities and allocate workloads among
- Customer Service Executives.
- Monitor daily inbound and outbound call activities to ensure productivity targets are achieved.
- Review call queues, pending cases, overdue follow-ups, and unresolved tickets.
- Ensure all customer interactions are properly logged in the CRM.
- Monitor turnaround time for customer inquiries and complaint resolution.
- Ensure daily operational reports are completed accurately and submitted on time.
- Escalate operational bottlenecks affecting customer experience.
Quality Assurance & Performance Monitoring:
- Monitor customer calls, WhatsApp conversations, emails, and other communication channels for quality assurance.
- Evaluate customer interactions against established quality standards and SOPs.
- Provide constructive coaching and feedback to Customer Service Executives.
- Identify training opportunities based on quality monitoring results.
- Track customer satisfaction trends and recommend service improvements.
- Ensure consistent adherence to customer service policies and procedures.
Customer Support Oversight:
- Support Customer Service Executives in handling complex customer inquiries and escalations.
- Assist in resolving sensitive customer cases requiring managerial intervention.
- Ensure customers receive timely, professional, and accurate responses across all communication channels.
- Maintain high customer satisfaction by ensuring prompt service delivery.
- Support walk-in customer engagements whenever necessary.
Customer Verification & Order Quality Control:
- Supervise customer verification processes to ensure compliance with company policies.
- Review customer information for completeness and accuracy before order approval.
- Ensure verification calls are conducted according to approved scripts and standards.
- Monitor verification turnaround times and recommend process improvements.
- Work closely with Sales and Verification teams to resolve discrepancies.
Reporting & Data Analysis:
- Prepare daily, weekly, and monthly customer service performance reports.
- Analyze customer complaints, response times, call volumes, and resolution trends.
- Generate insights and recommendations to improve operational efficiency.
- Track daily departmental KPIs.
Process Improvement & Documentation:
- Review existing customer service processes and recommend improvements.
- Assist in developing and updating SOPs, call scripts, knowledge base articles, and customer communication templates.
- Ensure customer service documentation remains accurate and up to date.
- Participate in process automation and service improvement initiatives.
Team Coordination & Collaboration:
- Coordinate daily customer service meetings and operational briefings.
- Support onboarding and coaching of new Customer Service Executives.
- Promote collaboration between Customer Service, Technical Support, Sales, Logistics, Finance, and Marketing teams.
- Ensure smooth communication and handover of customer issues across departments.
Customer Education & Experience Improvement:
- Support customer education initiatives to reduce repeat inquiries and complaints.
- Ensure customers receive clear guidance on product usage, maintenance, payment processes, and company policies.
- Monitor customer feedback and recommend initiatives to improve the overall customer experience.
Other Responsibilities:
- Assist the Customer Service Manager with operational planning and departmental projects.
- Stand in for the Customer Service Manager during short periods of absence when assigned.
- Perform any other duties assigned by management to support business objectives.
Method of Application
Interested and qualified candidates should send your CV to: [email protected] using the job Position as the subject of the mai
