Call Back & Data Support Officer - National Service

About Us:

UpEnergy (www.upenergygroup.com) brings aspirational energy saving products within reach for low-income communities. We create valuable health and environmental outcomes by providing our users with products that improve their lives every day. Our approach combines local, on-the-ground teams leveraging our platform to best serve users, with over a decade of experience building platforms that generate valuable carbon emission reductions and allow us to provide our products to local communities at affordable subsidized prices.

UpEnergy operates local distribution networks and builds relationships directly with customers through our SmartHome branded sales operation. We’ve seen 100%+ year on year growth for many years and have reached over 800,000 African households with products that deliver health and income benefits. A typical SmartHome stove saves each family we reach about 9% of their annual income while reducing air pollution.

UpEnergy has a 10+ year track record of building platforms and projects that rigorously measure the environmental and social impacts of our work. Our projects have historically outperformed expectations in the generation of emission reductions and further over deliver on the energy savings promise to our users. We are one of the largest developers by volume of projects focused on poverty alleviation through energy savings and fuel switching in Africa and have additional projects in Latin America and Asia. Our team has a collective 50 years of experience developing and financing carbon projects and is at the forefront of Paris-era climate finance.

About the Role

We are looking for a motivated, detail-oriented, and customer-focused NationalService Personnel to join our Data Operations team as a Call Back & Data Support Officer.

The role involves engaging with customers and end users through phone calls to verify information, collect feedback, clarify records, and ensure that outcomes from each interaction are accurately documented. The role also provides data support to the team through the use of Excel and our internal Verification & Operations Management System (VOMS).

This is a hands-on operational role that requires someone who is comfortable speaking with people regularly, following structured processes, working with data, and performing repetitive tasks with consistency and attention to detail.

Key Responsibilities

1.  Customer & End-User Engagement

• Make outbound calls to customers and end users as as assigned.
• Clearly and professionally communicate with customers to verify information and obtain required details.
• Ask structured questions and accurately capture responses andfeedback.
• Handle customer interactions courteously and professionally, even when conversations are repetitive or challenging.
• Escalate customer concerns, discrepancies, or issues that require further attention.
• Maintain a positive and professional experience throughout every interaction.
  
  

2. Verification & Data Collection

• Conduct verification and call-back activities in line with established team procedures.
• Verify customer, product, distribution, and other relevant information through telephone interactions.
• Identify discrepancies or incomplete information and flag them appropriately.
• Follow verification scripts, guidelines, and quality requirements consistently.
• Ensure that information obtained during calls is accurate and complete before submitting the outcome.

3. Data Entry & Documentation

• Accurately document the outcome of every call and verification activity.
• Update records in the VOMS platform and other approved data tools.
• Maintain accurate and complete call records, including relevant comments, outcomes, and follow-up requirements.
• Use Microsoft Excel or Google Sheets to review, update, and manage assigned
• Ensure that data is entered consistently and according to established standards.
• Support the team with basic data-cleaning, reconciliation, and administrative tasks when required.

4.  Data Quality & Compliance

• Review information entered into the system to ensure accuracy and completeness.
• Follow established Data Operations and Quality Control procedures.
• Identify duplicate, inconsistent, missing, or unusual information and escalate where necessary.
• Maintain confidentiality when handling customer and company information.
• Meet assigned daily and weekly call and data-processing targets.

Required Qualifications

• Must be an NSS personnel eligible for National Service
• Bachelor's degree or equivalent qualification in Business Administration, Statistics, Economics, Data Analytics, Information Technology, Computer
  Science, Social Sciences, or a related field.
• Basic to intermediate proficiency in Microsoft Excel or Google Sheets.
• Comfortable working with spreadsheets, databases, and digital systems.
• Good written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to follow instructions, processes, and standard operating procedures.
• Comfortable working with repetitive tasks while maintaining consistent quality.
• Good organizational and time-management skills.
• Ability to work independently while also contributing effectively to a team

It is particularly suitable for an early-career professional interested in building experience in Data Operations, Analytics, Customer Experience, Quality Assurance, Business Operations, or Data Management.