Energicity Corp is Africa’s leading solar and hybrid mini-grid developer, builder, and operator, providing low-cost, reliable, and modular electricity to off-grid rural communities that have never had electricity before. With its ability to leverage local know-how and 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 Starlight Energy Liberia 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: Bopulu, Gbarpolu County, Liberia

JOB SUMMARY:

The Customer Support Officer is responsible for delivering high-quality customer service by managing customer inquiries, resolving complaints, and supporting operational teams through accurate data management and coordination. The role serves as a key link between customers, field operations, and internal departments to ensure timely issue resolution and excellent customer experience.

MAJOR RESPONSIBILITIES

Customer Support and Service Management

• Answer customer calls and respond to inquiries professionally and respectfully
• Provide accurate information about company services, products, and procedures
• Deliver high-quality customer service and contribute to customer satisfaction
• Take ownership of assigned customer requests and ensure timely follow-up

Customer Issue Resolution and Ticket Management

• Log customer complaints, requests, and incidents accurately in the ticketing system
• Track customer issues through to resolution and provide regular updates to customers
• Resolve first-level customer issues and escalate more complex cases when necessary
• Coordinate closely with field operations, technical teams, and supervisors to support efficient issue resolution
• Identify and report recurring customer issues and operational trends to management

Data Entry, Billing Support, and Reporting

• Register new customers and maintain accurate customer records in the company’s systems
• Perform daily operational data entry, including billing updates and credit corrections
• Review customer information and operational records for inconsistencies or errors
• Maintain organized and reliable documentation to support operational decision-making
• Document community engagement activities, meeting minutes, and follow-up actions

Operational and Field Support

• Process customer service requests such as electricity subscriptions and appliance leasing
• Support field teams by reviewing and analyzing customer information when required
• Monitor operational system status and report issues for prompt action
• Support service fulfillment and administrative coordination activities

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.
• Previous experience in customer service, administration, sales support, marketing, or call center operations is appreciated

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- Liberia.

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: May 29,  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