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