Customer Support Officer_Sierra Leone

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Energicity Corp is Africa’s leading solar and hybrid mini-grid developers, builders, and operators, providing low-cost, reliable, and modular electricity to off-grid rural communities that have never had electricity before. With its ability to strategically use local know-how and its ability to develop tailor-made systems, Energicity is now operating in 3 countries (Sierra Leone, Liberia and Benin) and is recognised as a leader in the energy access industry.

We are looking for a skilled and dedicated Customer Support Officer to join Energicity DBA Powe Leone Sierra Leone Limited. This position will help support the growth of our market development, operations, engineering, construction, and support teams to bring our electrification services to more than 100,000 customers in several African countries over the next 5 years. Our goal is to deliver high-quality solar mini-grids that ensure our customers have light in their homes and electricity services that help their communities thrive through:

  • Better health services through access to more modern healthcare equipment, vaccines, and light for night activities,
  • Notable improvements in primary and secondary education,
  • New opportunities for rural entrepreneurs and smallholder farmers.

THE COMPANY’S CORE VALUES ARE:

  • Excellence and Integrity
  • Learning and Innovation
  • Teamwork
  • Customer-Centricity

JOB TITLE: Customer Support Officer

LOCATION: Freetown-Sierra Leone

MAJOR RESPONSIBILITIES:

Under the direct supervision of the Customer Support Supervisor, she/he is expected to perform the following tasks:

1. Customer Inquiry Management

  • Monitor the customer hotline and respond promptly to incoming calls and messages.
  • Provide accurate and clear information regarding Power Leone services, billing, and operations.
  • Use internal systems and resources to ensure correct and consistent customer responses.

2. Customer Issue Resolution & Escalation

  • Log all customer inquiries, complaints, and requests into the ticketing system.
  • Provide first-level (Level 1) support and resolve issues where possible.
  • Assess and escalate complex issues (Level 2 and 3) to supervisors or relevant departments.
  • Follow up on open tickets and keep customers informed on resolution progress.
  • Coordinate with internal teams to ensure timely issue resolution.
  • Identify and report recurring issues and trends to management for service improvement.

3. Data Management & Operational Support

  • Register customers and create accounts in the operations management platform.
  • Perform daily data entry for customer billing, credit corrections, and system updates, including weekends when required.
  • Document community engagement meetings, including key decisions and follow-up actions.
  • Ensure accuracy and completeness of all customer and operational records.

4. Remote Support to Field Operations

  • Process customer service request forms, including new subscriptions and appliance leasing requests.
  • Support service fulfilment and delivery coordination with field teams.
  • Assist community managers by reviewing and analysing customer data to improve response time.
  • Monitor the status of customer systems remotely and report issues for immediate action.
  • Performs any additional duties assigned by the supervisor

QUALIFICATIONS:  EDUCATION/KNOWLEDGE/TECHNICAL SKILLS AND EXPERIENCE

Qualification required: Minimum requirement is a Diploma or Bachelor’s degree in Business Administration, Customer Service, Communications, Information Systems, or a related field (preferred).

  • Strong proficiency in written and spoken English.
  • Basic computer literacy, including use of MS Office tools (Word, Excel).

Experience: At least 1 year of experience in customer service, call centre operations, or administrative support (preferred).

  • Experience using ticketing systems, customer support software, or CRM platforms is an advantage.
  • Experience working in a fast-paced or service-oriented environment is desirable.

Technical Skills & Abilities:

  • Excellent interpersonal and communication skills.
  • Strong problem-solving and critical-thinking abilities.
  • Customer-focused mindset with a commitment to service excellence.
  • Ability to manage high call volumes and multiple tasks simultaneously.
  • Attention to detail and accuracy in data entry and documentation.
  • Ability to work independently and collaboratively within a team.
  • Positive attitude, willingness to learn, and adaptability in a growing organisation.

If you are looking for a challenging and motivated team to join one of Africa’s leading solar mini-grids and help us rapidly scale the organisation across multiple countries, please send your CV and cover letter to career@energicitycorp.com

Please ensure that the subject line reads ‘Application for the Position of Customer Support Officer.’ Referees and previous employers of successful candidates will be contacted. Each application should include the current email addresses and phone numbers of the referees.

Closing Date: 20th January 2026.

Only short-listed candidates will be contacted.

A successful candidate for this position will be screened and required to sign the Energicity Safeguarding Policy.

WOMEN ARE STRONGLY ENCOURAGED TO APPLY

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