Description
Department: Customer Experience
Reporting to: Head of Customer Experience
Job Objective
We are looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
A successful Customer Service Representative must be fluent in Hausa, critical thinker, attentive to details and an excellent communicator. This position requires individuals to have a strong passion for listening and providing solutions to people.
Responsibilities, Deliverables and Activities
Key Responsibilities:
Ensure an excellent experience to all customers with each interaction
Give customers information about products and services
Cross-sell Fenix products to customers where possible.
Deliverables and Activities:
Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Vet and open customer accounts by recording account information.
Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
Follow-up with customers who have delayed payments
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to engage customers
Work with customer service manager to ensure proper customer service is being delivered
Closeout or open call records
Read from scripts
Resolve customer complaints via phone, email, mail or social media
Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements.
Required Skills & Experience
OND holders, candidates about to undergo or currently undergoing the one-year NYSC scheme are preferred.
0-1 year of experience
Excellent Written and Verbal Communication Skills
Microsoft Excel skills
Ability to interact with peers and mid-level leaders internally.
Highly Desired Skills:
Ability to work both in teams and independently
Passionate about solving problems for customers in rural communities
Proficiency in English Language and 1 or more other Nigerian Languages
Critical thinking skills (ability to think outside the box)
Good problem-solving skills (solutions-oriented)
Flexibility with the ability to work under pressure to meet deadlines
Willingness and desire to learn new ideas.
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Location
: Abuja, with national business trips
Department: Mini-Grids
Reporting line: Head of Mini-Grids, Nigeria
Job Purpose / Mission
As part of the Access to Energy Minigrid Nigeria management team and functionally attached to the global head of Product & Commercial Minigrid, the Product & Commercial manager is responsible for the product development, the customer experience and the revenues at country level. This covers our different revenue streams of electricity sales, appliances sales, customer finance, ad hoc services.
To meet her/his goal, her/his scope will cover customer care and customer service, marketing, business incubation program and support to entrepreneurs, building and managing local partners, data analytics and activities monitoring.
She/He will be in charge of managing the commercial team in the clusters of operations.
This position implies to work in close relationship with the whole minigrid team in Nigeria, the ENGIE Energy Access team and the global Product & Commercial team.
Key Responsibilities, Deliverables and Activities
Key Responsibilities:
Structure and lead all commercial activities within the company
Manage commercial team in cluster (Objectives setting, training, support, monitoring, performance evaluation etc.) on all commercial topics: energy sales, appliances sales, customer finance management, customer experience, other services
Build the budget, monitor activities and build the commercial monthly reporting.
Deliverables and Activities:
Data analysis:
Build and maintain operational monitoring and management tools for commercial activities
Analyse commercial data to improve performance, processes and products.
Organize a network of partners:
Develop and manage a network of local partners to boost income generating activities in the mini-grid sites.
Sales (before cluster creation):
Be responsible for client acquisition and retention
Sales energy-efficient appliances and machines.
Customer support and community engagement (Before cluster creation):
Support customers and the community in the usage and understating of our product & services
Manage Local Operators in the cluster zone
Be responsible for customer satisfaction.
Required Skills & Experience
A minimum of 5 years in commercial activities management (marketing, sales, customer experience and performance management) or in a related field
Master's in Business or Management
Strong analytical capacity
Enjoy working on several projects in parallel, capacity to organize teams to deliver project in a timely manner
Ability to be part of a multi-cultural team and to work with several streams
Be passionate about improving rural communities life
Excellent oral and written communication skills in English required
Ability to effectively communicate in at least 1 local language. More is a plus.
Skilled in the use of Microsoft Office products and basic IT knowledge required.
Desired Skills & Experience:
Experience with PowerBI or tableau is a plus
Autonomous and proactive mindset
Economic modelling knowledge is a plus.
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Department: Customer Experience
Reporting to: Head of Customer Experience
Job Objective
We are looking for dynamic, highly motivated and disciplined Payment Support Interns with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
A successful Payment Support Intern must be computer literate, a critical thinker, attentive to details and comfortable using Microsoft packages. This position requires individuals to have a strong passion for listening and providing solutions to people.
Responsibilities, Deliverables and Activities
Key Responsibilities:
Ensure an excellent experience to all customers with each interaction
Verify and record payments made by customers to Company accounts
Maintain customer records by updating account information of complaints, issues, resolutions, e.t.c.
Deliverables and Activities:
Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Reconcile Company accounts at the end of each day
Contribute to team effort by accomplishing related results as needed
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to process customers payments in a prompt fashion
Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements.
Required Skills & Experience
OND holders, candidates about to undergo or currently undergoing the one year NYSC scheme are preferred.
0-1 year of experience
Excellent Written and Verbal Communication Skills.
Highly Desired Skills:
Ability to work both in teams and independently
Passionate about solving problems for customers in rural communities
Proficiency in English Language and 1 or more other Nigerian Languages
Critical thinking skills (ability to think outside the box)
Good problem solving skills (solutions oriented)
Flexibility with ability to work under pressure to meet deadlines
Willingness and desire to learn new ideas.
go to method of application »
Benue
Application Link
Location
: Udi, Enugu
Application Link
Department: Sales & Marketing
Reporting to: Head of Sales & Marketing
Job Overview
The Sales Team Lead will be stationed in Ikorodu and be responsible for leading and managing a team of sales agents, installation technicians, dual contractors and their customers - responsible for the full customer cycle I.e., sale, fulfil, maintain and recover.
The successful candidate must be a detail-oriented professional with strong critical thinking skills and a demonstrated track record of effective sales work.
Key Responsibilities
Develop and implement the sales operational strategies within allocated area, as well as align with the area sales target.
Organizing sales activities and functions in the field to achieve targets, revenue and desired quality sales.
Managing installation technicians and maintenance technicians
Training and coaching of sales agents on topics including pitching, sales conversation, closing and building strong and long-lasting relationships with customers.
Deliverables and Activities:
On time high-quality system installations at the customers premises or any other location as directed by Engie Energy Access.
Coordinate installation technicians and maintenance technicians to ensure systems are installed and maintained,
Support recruitment of new installation and maintenance technicians in the sales area.
Prepare the monthly installation monitoring report for the zonal service coordinator.
Review control monthly commission payments and payroll follow up on faulty installations and inform finance department about deductions.
Repossessions are aligned and coordinated with the customer finance department.
Identify the needs for and recruit new contractors with support from service network team leader.
Responsible for disciplinary for installations and maintenance technicians.
Stock takings
Stock audit report
Providing regular portfolio & compliance reports to zonal sales manager and credit control team
Managing the daily work and activities of area administrator according prioritization policy on workout activities.
Deal with complex scenarios (customer not found, fire, violence etc.)
Assessing internal and external cause for portfolio deteriorations
Participating in the recruitment of new staff and training of existing staff
Monitor and review KPIs + provide feedback area administrator
Conduct periodic performance review of area administrator.
Mentoring each SAs, installation technician, maintenance technician, dual contractor and area admin to enhance operational performance, motivation and engagement.
Educating Sales agents, dual contractors, area administrator, installation technicians, maintenance technicians and in applicable policies, guidelines provided by zonal sales manager and credit departmental standards.
Support conducting quarterly inventory audits for all service centres.
Required Skills and Experience
BSc. Degree or Equivalent
2 or more years working in a role within a progressive sales and/or financial services
Previous experience in a managerial position is an added advantage
Ability and passion for coaching and training.
Strong ability in planning and organization.
Excellent verbal communication skills with customer focus
Computer literate, team player and dynamic self-starter.
Willing to travel/assign in any geographic area in Nigeria
Benue resident or willing to relocate there
Fluent in English.
Highly Desired Skills:
Ability to work in teams or independently
Critical thinking skills (ability to think outside the box)
Good problem-solving skills (solutions oriented)
Good influencing and negotiation skills
Flexibility with ability to work under pressure to meet deadlines
Willingness and desire to learn new ideas.
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Location
: Abuja, with national business trips
Department: Mini-Grids
Reporting line: Head of Mini-Grids, Nigeria
Job Purpose / Mission
The Technical and Operations Manager will play a key role in the design and operation of mini-grids, as well as in the conduct of the main technical and digital innovations essential to the success of Engie Energy Access in Nigeria. This is a unique leadership role of the Technical and Operations Team in ENGIE Energy Access Nigeria.
Key Responsibilities, Deliverables and Activities
Key Responsibilities:
Structure and manage the technical team: recruit and train new employees, including local technicians in adding new connections and solving technical problems on mini-grids
Develop the budget, follow the monthly portfolio, and make end-of-month comments on the technical part
Be responsible for the application of the HSSE (Health, Safety, Security and Environment) standards of the ENGIE Group within the company
Provide training and awareness-raising for all the players who visit our sites, in particular employees and our subcontractors
Evaluate the technical feasibility of new innovative products and services: understand customer needs and propose solutions
Carry out a permanent technological watch
Ensure the continuous improvement of tools, best practices and internal skills
Deliverables and Activities
In development phase:
Make the preliminary diagnosis and the qualification of the considered site (s)
Participate in carrying out mini-grid feasibility studies, in conjunction with the Headquarters Operations team: choice and sizing of PV equipment, site plans, simulation of the yield, electrical diagrams, sizing of storage systems and systems hybrids, etc.
Analyze the technical aspect of a tender specification
Support the development of financial model assumptions (including the costing of Capex and Opex)
Write technical files in support of commercial offers for responses to calls for tenders
Ensure interaction with technical stakeholders, consultation of service providers and suppliers, and draft consultation specifications
In construction phase:
Ensure the monitoring of projects (Cost, Quality, Deadlines) in support of the construction teams and / or the EPC contractor
Follow quotes and invoicing in connection with our projects
Ensure the delivery and supply of materials upstream of the start of work
Ensure the proper execution of the works in compliance with the HSSE rules of the ENGIE Group and the quality procedures in force
Manage mini-grid construction teams
Prepare the documents for the reception of the mini-grids
Perform site acceptance at the end of the works and ensure that the O&M teams are well trained for the maintenance of all equipment
In Operation and Maintenance phase:
Ensure proper functioning of mini-grids 24/7
Be responsible for the metering platform and the maintenance of smart meters
Establish the technical assistance strategy
Plan and carry out preventive maintenance campaigns for sites
Train "Local Operators" on the technical tasks that they must perform on the sites: basic maintenance of the production unit, preventive maintenance, writing of reports on problems encountered
Ensure that mobile payment, SMS communication to customers and the internet connection of the metering system are still functional
Ensure all sites are properly monitored, provide excellent service to our customers and are well maintained
Required Skills & Experience
Hold a Master's degree in Electrical Engineering or in another related field
Have at least 10 years of relevant experience in electricity and / or energy efficiency, including at least 5 years in a team management position
Be passionate about access to energy and improving the lives of rural communities
Be passionate about clean energies (preferably solar photovoltaics and batteries)
Be passionate about innovation and technology
Have advanced skills in quantitative analysis and master Excel and PowerBI
Be structured and have an eye for detail
Be able to meet deadlines, get organized and carry out several tasks in parallel
Have a proven ability to plan and achieve goals
Be able to work independently and demonstrate a great sense of initiative and sense of priorities
Have an entrepreneurial spirit and be able to work in a team
Have strong interpersonal skills to interface with all members of the Engie Energy Access team
Have excellent written and oral communication skills in English
Commit to upholding high standards of integrity, professionalism and confidentiality
Demonstrate humility, honesty and flexibility.
Desired Skills & Experience:
Have experience in the field of mini-grids
Have experience in the development and/or operation of digital tools.