Customer Care Technician

WE ARE HIRING

CUSTOMER CARE TECHNICIAN

Onepower Lesotho is seeking a Customer Care Technician  to serve as the first point of contact for 1PWR customers, helping to diagnose technical issues, support backend systems, and provide clear guidance on account and payment platforms. This role combines customer care with hands-on technical support, customer education, and onboarding. It is ideal for candidates with a technical background who are also strong communicators, able to bridge technical systems and community needs.

Job Responsibilities:

1. Customer Service & Technical Diagnosis

• Act as the first point of contact for customer technical issues, accurately interpreting complaints and identifying whether the issue originates from company systems or the customer side.
• Troubleshoot and support backend systems such as smart meters, gateways, servers, customer databases, and payment platforms.
• Provide assistance to customers facing difficulties with account details or mobile payment applications.

2. Operations & Maintenance (O&M) Support

• Develop a working knowledge of how customer care systems integrate with 1PWR’s generation and distribution infrastructure.
• Support general O&M technician activities when not engaged in primary customer care duties.

3. Customer Education & Outreach

• Create and share informational materials to help customers understand company systems and know how to access support.
• Respond to customer inquiries across multiple channels (phone, SMS, email) in a timely and professional manner.

4. Onboarding & Contract Management

• Support customer onboarding by guiding clients through contract execution, processing service connection fee payments, and issuing receipts and documentation.
• Adapt responsibilities as needed to support the development of this new department.

Required Skills & Experience

• Bachelor’s degree or higher in a technical field (e.g., Mechanical Engineering, Electrical Engineering, Electronics, Computer Science/IT) or equivalent.
• 2- 3 years minimum relevant experience.
• Strong written and verbal communication skills in both English and Sesotho.
• Excellent customer service skills, with the ability to multitask and maintain attention to detail.

To apply:

Please Email cover letter and CV and a minimum of two references with contact details to jobs@1pwrafrica.com / hr@1pwrafrica.com. Please include certified copies of national ID, transcripts and certifications for any relevant educational qualifications. Closing date: 19^th September 2025