Customer Loyalty/Recovery Officer at Lumos

Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid. Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small instalments using their mobile phones.

Job Title: Customer Loyalty/Recovery Officer

Locations: Delta and Oyo

Employment Type: Full-time

Job Summary

• We are seeking a proactive Customer Loyalty & Recovery Officer to drive customer retention performance in assigned region, monitor repayment trends and develop means to improve collection rates whilst maintaining excellent customer experience.
• The ideal candidate must have strong experience in debt recovery and good customer relationship management.

Responsibilities

• Analyze community portfolio and repayment trends to develop daily, weekly, and monthly collection strategies
• Conduct daily follow-ups with PDMs and partners to monitor and improve customer repayments.
• Work closely with finance, data and customer service teams to optimize collection.
• Handle retrieval and manage difficult customer collection through established processes.
• Track repayments and provide updates to Line Manager on field interventions and customer insights.
• Quickly resolve customers’ concerns or complaints to ensure satisfaction towards improving collection rates in low-performing LGAs or escalate to relevant stakeholders.
• Implement strategies to retain customers by communicating new offers, product updates or benefits.
• Champion collection processes to enhance customer satisfaction while ensuring timely repayments.
• Prepare and present regular reports on retention, repayment efforts, customer feedback and success rates to Line Manager
• Achieve retention targets, customers repayment scores, and other performance metrics as set by business.

Requirements

• HND or B.Sc in any field
• Strong sales background with a proven ability to retain and grow client relationships.
• Minimum of 3 years of experience as a Retention or Recovery agent.
• Experience in account management or sales roles focused on customer retention
• High proficiency in customer relationship management (CRM) software.
• Excellent interpersonal and communication skills (both written and verbal).
• Strong problem-solving, conflict resolution, and analytical abilities.
• Excellent problem-solving and negotiation abilities
• Adaptability and ability to handle diverse customer personalities and needs.

Application Closing Date
21st March, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.