CUSTOMER SERVICE SUPERVISOR AT BLUE WAVE NEW ENERGY TECHNOLOGY NIGERIA COMPANY LIMITED | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Blue Wave New Energy Technology Nigeria Company Limited is an innovative new energy company headquartered in Nigeria, committed to providing economical and sustainable power energy solutions to the African continent. The company was founded in 2023 and is headquartered in Lagos, with R&D and manufacturing centres in Jiangxi, China.

Job Description:

We are seeking a dynamic and operationally rigorous Customer Care Supervisor to lead our support ecosystem in Ikeja. In the renewable energy sector, success is defined by "Post-Installation Trust", the ability to provide flawless after-sales support that converts a technical installation into a lifelong partnership. This role is designed for a "Service Strategist" who can blend "Team Leadership" with the "Operational Precision" required to manage voice and digital channels, B2B relationships, and commercial service opportunities.

Your mission is to ensure "Seamless Operational Flow and Value-Driven Retention." You will be the primary architect of our customer experience: responsible for optimizing response times, mentoring a high-performing team, and professionally managing complex B2B escalations. If you possess "Exceptional Empathy," a background in Renewable Energy Operations, and the commercial savvy to close service-related deals, we want you to drive our mission of transforming the future of energy.

Requirements:

1. Customer Operations & After-Sales Orchestration

• Omni-Channel Supervision: Oversee day-to-day activities across voice, WhatsApp, live chat, and social platforms, ensuring a unified and responsive brand voice.

• Renewable Product Support: Manage the specific complexities of after-sales service for solar and renewable energy solutions, ensuring technical queries are handled with accuracy.

• B2B Relationship Governance: Act as the primary point of contact for corporate clients, providing professional, high-stakes support that strengthens long-term institutional trust.

2. Operational Excellence & Performance Analytics

• Metric-Driven Governance: Monitor and optimize critical KPIs including CSAT (Customer Satisfaction Score), Response Time, Resolution Quality, and Retention rates.

• Workflow Engineering: Continuously refine service workflows to eliminate bottlenecks and enhance the overall efficiency of the support desk.

• Quality Assurance: Maintain rigorous standards of service delivery across every touchpoint, ensuring that empathy and accountability are embedded in every interaction.

3. Team Leadership & Commercial Growth

• Mentorship & Coaching: Lead and develop a motivated team of representatives through structured performance reviews and hands-on coaching sessions.

• Escalation Mastery: Take ownership of complex service situations and escalations, turning potential friction into opportunities for proactive engagement.

• Commercial Integration: Support B2B service conversations and confidently identify/close service-related commercial opportunities to drive departmental revenue.

Qualifications and Skills:

Professional Profile

• Experience: Proven track record in a Contact Center or structured Customer Care environment, with a strong background specifically in the Renewable Energy sector.

• Expertise: Deep understanding of customer lifecycle management and the nuances of after-sales technical support.

• Communication: Exceptional written and verbal English skills, capable of engaging both residential users and corporate executives.

Core Competencies

• Leadership Grit: Ability to inspire accountability and solution-oriented thinking within a fast-paced team.

• Commercial Savvy: Ability to identify upselling or service-contract opportunities during routine support interactions.

• Problem-Solving Prowess: Decisive leadership style with a focus on resolving high-pressure service issues.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: hr@bluewave.top using the Job Position as the subject of the mail.