Job Vacancies at at ENGIE Energy Access (EEA) - Fenix International

Lokoja    26-03-2021
 

Description



Department: Customer Experience
Reporting to: Head of Customer Experience

Job Objectives


ENGIE Energy Access is 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 Igbo, 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.


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

Close out 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 ability to work under pressure to meet deadlines

Willingness and desire to learn new ideas.



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Department: Customer Experience
Reporting to: Head of Customer Experience

Job Objective



Engie Energy Access is looking for dynamic, highly motivated and disciplined Customer Service Representative Interns with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.

A successful Customer Service Representative Intern 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.


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

Close out 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 ability to work under pressure to meet deadlines

Willingness and desire to learn new ideas.



go to method of application »



Location:
Kogi (Idah / Bassa)
Department: Customer Experience
Reporting to: Service Center Team Lead

Job Objective


ENGIE Energy Access is looking for a dynamic, highly motivated and disciplined Stock Control Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.

This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sectors of renewable energy.

This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after sales service support (both technical and non-technical) to existing EEA customers with an emphasis on providing an exceptional customer experience.


Responsibilities, Deliverables and Activities
Key Responsibilities:


Provide excellent customer service to all ENGIE Energy Access customers at all times

Attract new and existing customers to the Point of Sale

Supervise the movement & stock count of EEA inventory to and from the Point of Sale

Provide periodic reports on customer engagement and stock count to Service Center Center Associate


Deliverables and Activities:


Provide exceptional experience to ENGIE Energy Access customers at all times

Serve as a liaison between the customer and EEA

Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources

Diagnose technical issues with customer units and accessories and support the after sales service process

Provide accurate product information to customers

Support the SCA in the disbursement of inventory (including accessories) to allocated Points of Sale (POS)

Contribute to ensuring up-to-date and accurate inventory records for Stock audits

Provide regular reports on sales, support, inventory, and customer data handling and management

Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre

Ensure accurate and high quality information is added into EEA data systems.

Help collect data on customer feedback and satisfaction

Escalate any unresolved issues or questions to your supervisor/ manager

Ensure all EEA customers have a great end-to-end customer experience


Required Skills & Experience


A Minimum of SSCE

Should be fluent in English and at least 1 other local language from the region you are applying

Critical thinking skills.

Good influencing and negotiation skills.

Flexibility with ability to work under pressure to meet deadlines.

Competent with using Microsoft Office packages, and other Google products such as Forms, Sheets, Docs and Slides etc.

Excellent verbal and written communication skills.

Team player who is able to work independently.

Ability to establish and maintain effective working relationships with internal and external customers.

Demonstrate a high level of professionalism and integrity.

Should demonstrate both verbal and written communication skills.

Should have a smartphone.


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



go to method of application »



Locations:
Lambata, Niger & Anyigba, Kogi
Department: Customer Experience
Reporting to: Service Center Team Lead

Job Objective


ENGIE Energy Access is looking for a dynamic, highly motivated and disciplined Stock Control Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.

This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sectors of renewable energy.

This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after sales service support (both technical and non-technical) to existing EEA customers with an emphasis on providing an exceptional customer experience.


Responsibilities, Deliverables and Activities
Key Responsibilities:


Provide excellent customer service to all ENGIE Energy Access customers at all times

Attract new and existing customers to the Point of Sale

Supervise the movement & stock count of EEA inventory to and from the Point of Sale

Provide periodic reports on customer engagement and stock count to Service Center Center Associate


Deliverables and Activities:


Provide exceptional experience to ENGIE Energy Access customers at all times

Serve as a liaison between the customer and EEA

Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources

Diagnose technical issues with customer units and accessories and support the after sales service process

Provide accurate product information to customers

Support the SCA in the disbursement of inventory (including accessories) to allocated Points of Sale (POS)

Contribute to ensuring up-to-date and accurate inventory records for Stock audits

Provide regular reports on sales, support, inventory, and customer data handling and management

Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre

Ensure accurate and high quality information is added into EEA data systems.

Help collect data on customer feedback and satisfaction

Escalate any unresolved issues or questions to your supervisor/ manager

Ensure all EEA customers have a great end-to-end customer experience


Required Skills & Experience


A Minimum of SSCE

Should be fluent in English and at least 1 other local language from the region you are applying

Critical thinking skills.

Good influencing and negotiation skills.

Flexibility with ability to work under pressure to meet deadlines.

Competent with using Microsoft Office packages, and other Google products such as Forms, Sheets, Docs and Slides etc.

Excellent verbal and written communication skills.

Team player who is able to work independently.

Ability to establish and maintain effective working relationships with internal and external customers.

Demonstrate a high level of professionalism and integrity.

Should demonstrate both verbal and written communication skills.

Should have a smartphone.


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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