Customer Relations Officer

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Role: Customer Relations Officer
Organization: MultiTech
Deadline: Monday 10th June 2025
Location: Freetown, Sierra Leone. Open to all Sierra Leoneans

 

Application Guide: Submit your CV and Cover Letter to info@afriqia-solutions.com with “Customer Relations Officer” in the Subject Line.

Company Overview

MultiTech is a leading renewable energy and engineering solutions company in Sierra Leone, committed to delivering sustainable, high-quality solar and electrical services. With a proven track record across residential, commercial and institutional sectors, MultiTech is dedicated to improving energy access and infrastructure through innovation, professionalism and reliable service. Our focus is on long-term satisfaction and system efficiency, backed by a skilled team and strategic approach.

Purpose

We are seeking a professional and well-organized Customer Relations Officer to manage and coordinate all incoming customer interactions and ensure smooth internal communication between departments. This role is crucial to maintaining client satisfaction and operational efficiency. The successful candidate will handle calls, enquiries, calls and service requests and will be responsible for logging issues, scheduling surveys and maintaining accurate reports.

Key Responsibilities

  • Serve as the primary point of contact for all customer calls, WhatsApp messages, service
    requests and complaints.
  • Maintain availability by phone to respond promptly to urgent customer concerns, including outside standard office hours as required.
  • Log, categorize and assign incoming customer issues to the appropriate departments (Sales, Technical or Maintenance) for resolution.
  •  Analyze customer concerns to determine the nature of the problem before escalating to the relevant team.
  • Keep a detailed and accurate log of all interactions with both new and existing customers,
    ensuring traceability and follow-up.
  • Coordinate with the Service and Technical teams to schedule customer site surveys, installations or maintenance visits.
  • Prepare and update a weekly spreadsheet tracking all scheduled surveys, site visits and
    customer service interventions.
  • Maintain a daily tracker of complaints, service issues and feedback, noting status updates and resolution progress.
  • Monitor the timeliness of issue resolution and follow-up with internal teams to ensure service commitments are met.
  • Provide professional, courteous and prompt responses to all customer queries and concerns, maintaining high-service standards.
  • Assist the Head of Service Department with administrative and coordination tasks as required.
  • Compile regular reports on customer trends, service quality and departmental performance.
  • Maintain an orderly and secure filing system (digital and/or physical) for all customer records, feedback and service logs.

Qualifications and Experience

  • Bachelor’s Degree in Business Administration, Communications or a related field.
  • At least 1-2 years’ experience in a customer service, administrative or coordination role.
  • Experience using spreadsheets and basic data entry systems is essential.
  • Previous experience in the energy, utilities or service industry is an advantage.

Skills and Competencies

  • Excellent communication and interpersonal skills.
  • Strong telephone etiquette and customer handling skills.
  • Ability to multitask and remain calm under pressure.
  • Proficiency in Microsoft Excel, Word, PowerPoint and Outlook.
  • Organized, detail-oriented and proactive in following up on issues.
  • Strong problem-solving skills and ability to work independently or as part of a team.

Working Conditions

  • Full-time, on-site role based in Freetown with occasional coordination with field staff.