Description
Duration: 3 months internship
Team: Customer Experience
Job Description
Fenix 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 either Yoruba or 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
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
An OND/HND/Bachelor's degree from a recognized institution
Fresh Graduate
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
go to method of application »
Team: Customer Experience
Job Objective
Fenix 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 Fenix customers with an emphasis on providing an exceptional customer experience.
Key Responsibilities
Provide excellent customer service to all Fenix Nigeria customers at all times
Attract new and existing customers to the Service center
Supervise the movement & stock count of Fenix Nigeria 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 Fenix Nigeria customers at all times
Serve as a liaison between the customer and Fenix
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) 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 Fenix HQ within one month of receipt at the Centre
Ensure accurate and high quality information is added into Fenix data systems.
Help collect data on customer feedback and satisfaction
Escalate any unresolved issues or questions to your supervisor/ manager
Ensure all Fenix customers have a great end-to-end customer experience
Qualification, Experience & Skills
A Minimum of SSCE
Should be fluent in English and at least 1 other local language from the region you are applying
Conversant with use of computers
Critical thinking skills.
Good influencing and negotiation skills.
Flexibility with ability to work under pressure to meet deadlines.
Competent with computers including Microsoft Office packages, Fenix dB, 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 smart phone.
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
go to method of application »
Key Responsibilities
Sales Target Achievement within assigned Clusters
Achieve Excellent PH of customer portfolio
Recruitment, Training and effective Team management of Sales Team
Deliverables and Activities
Sales Target Achievement within assigned Clusters:
Market Initiatives- Drive market initiatives to achieve and increase quality customer base in the assigned clusters
Market Activations- Carry out weekly market activations in the territory to generate leads and eventual conversion to sales.
Product Targeting- Drive all product mix sales through the right product targeting to the right segment of the prospects/customers.
Product Presentation- Carry out product presentations and exhibitions within assigned clusters
Identify Opportunities- Constantly identify opportunities for driving activation and other sales within clusters.
Plans- Draw up weekly/Monthly route plans for the FPCs
Track Sales- Track daily/weekly/monthly sales target Vs actual with the FPCs
POS Location- Scout for viable locations for POS Expansion and management
Achieve Excellent PH:
Sales Compliance- Drive sales process compliance within clusters
Customer Visits- Carry out daily/weekly customer visitations to resolve or escalate pending issues with customer systems
Influence Customer Behavior- Drive the right customer behavior on payments by ensuring customers are directed to the nearest POS/SC for payments
Product Choice- Ensure the right product is sold to the right customers
Field Clinic- Participate in Field clinic activities
Overdue Customer Lists- Monitor and Share weekly overdue customer lists with the FPCs
Training- Continuous training and coaching of RPCs on God/Bad portfolios, catch up etc.
Recruitment, Training and Team management:
Recruitment- Regularly recruit new Fenix Power Champions (FPC) within territory
Performance Monitoring- Weekly performance monitoring of RPCs and initiating corrective actions where required
Meetings- Hold regular meeting with the RPCs
Training- Regularly train and retrain team leads on sales process, Sales pitch, products, Customer Service etc.
Commission Structure- Ensure FPCs understanding of commission structures (Colours) and journey with Fenix
Reward- Design reward and recognition schemes for high performing RPCs
Customer Forums- Participate in customer service forums, field clinics, weekly meetings with SCAs
Team Building- Drive #One Team goal within clusters via team building activities
After Sales Support:
Overdue Customer Visits- Regularly visit overdue customers to ascertain their challenges and resolve
Escalate issues- Escalate lingering issues to the SMs
Quality Check- Daily/weekly checks on quality of installations by FPCs
Swap stocks- Deploy and track swap stocks and children in the territory
Repossession- Repossess Fenix kits from fringe customers
Reporting: Send weekly/monthly reports on sales activities within territory using approved template
Required Skills and Experience
B.Sc. Degree or equivalent
3-5+ years working in a role within a progressive sales and/or financial services environment with strong, quantifiable results
Experience or passion for working in developing markets
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
go to method of application »
Job Objective
Fenix is looking for a bright, highly motivated and disciplined Service Center Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. Fenix prides itself on always putting the customer first; the Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria.
As the main point of contact at the Service Center, the role will be to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond call of duty when required.
Key Responsibilities
Provide excellent customer service to all Fenix Nigeria customers at all times
Attract new and existing customers to the Service center
Supervise the movement & stock count of Fenix Nigeria inventory to and from the Service Center
Provide periodic reports on customer engagement and stock count to Senior Service Center Center Associate
Deliverables and Activities
Customer Engagement:
Customer Liaison- Serve as a liaison between the customer and Fenix
Information Accuracy- Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
Courtesy Calls- Make courtesy calls to Fenix customers as requested
End-to-end Experience- Ensure all Fenix customers have a great end-to-end customer experience
Problem Solving:
Resolve Customer Queries- Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
Diagnose Technical Issues- Diagnose technical issues with the customer units and support in the swapping process
Escalation to Manager- Escalate issues or questions to manager if you cannot resolve them
Data Management:
Inventory Reporting- Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
Data Entry- Always enter accurate and honest information into the Fenix data systems. Ensure data entry is high quality so that data can be used to better serve our customers
Customer Feedback Data- Help collect data on Customer feedback and satisfaction
Inventory Management:
Unit Inventory- Supervise and monitor the collection and disbursement of sales and service unit inventory (including accessories) in the Service Center
Product Development :
Assist with product development through conducting field tests and surveys when required
Required Skills and Experience
Degree or diploma in a relevant field from a recognized institution
1-2 years experience
Should be fluent in English and at least 1 other local language from the region you are applying
Conversant with use of computers
Critical thinking skills.
Good influencing and negotiation skills.
Flexibility with ability to work under pressure to meet deadlines.
Competent with computers including Microsoft Office packages, Fenix dB, Fenix Fire, 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.
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
go to method of application »
Team: Customer Experience
Job Objective
Fenix is looking for a dynamic, highly motivated and disciplined Social Media Support 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 sector of renewable energy.
This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers on social media and on the phone to both existing and potential Fenix customers with an emphasis on providing an exceptional customer experience.
Key Responsibilities
Provide excellent customer service to all Fenix Nigeria customers or potential customers on social media and other online channels
Employ telesales methods to close sales from potential customers from online channels
Track leads to conversion of online leads customer funnel
Provide periodic reports on customer engagement to cross-functional leads
Deliverables and Activities
Provide prompt responses to customers/leads on online channels
Follow-up with leads from online channels with the goal of converting them to Fenix customers
Manage a pipeline of leads from online channel for tracking purposes
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 engage customers
Work with call center leads and manager to ensure proper customer service is being delivered
Resolve customer complaints via phone, email, or social media
Identify and communicate areas for continuous improvement of service levels to call center manager as well as marketing manager.
Escalate any unresolved issues encountered to responsible team lead.
Provide periodic reports to cross-functional managers
Ensure all Fenix customers have a great end-to-end customer experience
Other duties as needed by the manager.
Required Skills and Experience
An OND/HND/Bachelor's degree from a recognized institution
0-1 year of experience in a telesales related role.
Excellent Written and Verbal Communication Skills
Microsoft Excel skills
Ability to interact with peers and mid level leaders internally
Highly Desired Skills:
Great tele-marketing skills
Ability to work in teams or independently
Good influencing and negotiation skills
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
go to method of application »
Job Objective
At Fenix, one of our core values is to think big and make things happen. As the State Sales Manager at Fenix, you will embody this value.
THINK BIG: Grounded in our mission to bring life-changing solar energy and financial services to millions of people across Nigeria, you will design and implement scalable sales and customer credit strategies, building on success and growth to date.
You will use our unique data sets of sales patterns, customer demographics, and customer repayment behavior to create and refine a portfolio of data-driven strategic sales and customer repayment initiatives tailored for this large and underserved consumer base in emerging markets.
Furthermore, you will contribute significantly to Fenix’s strategic planning process at the state level.
The lessons you learn in your state will be applied to new markets/regions as we scale across Nigeria.
MAKE THINGS HAPPEN: You will be responsible for the implementation and success of our sales and customer credit strategy in the state you preside over.
You will recruit, train, manage, and retain a highly motivated team of full time Team Leads and Fenix Power Champions that will ultimately deliver on our vision of expanding our base of high-quality customers and electrifying millions of households by 2020.
Responsibilities, Deliverables and Activities
Key Responsibilities:
Acquire new customers and increase repeat sales for our most creditworthy existing customers
Continuously improve customer repayment
Own and advance relationships with key stakeholders
Provide leadership to the teams that drive sales and customer repayment
Deliverables and Activities
Acquire new customers and increase repeat sales for our most creditworthy existing customers:
State Sales Strategy- Continuously refine and iterate on our state sales strategy that aims to reach millions of customers in need of ReadyPay Power by 2020, both by acquiring new customers and increasing repeat sales to existing customers
Sales and Marketing initiatives- Test, validate, and refine Fenix Nigeria’s strategic sales and marketing initiatives based on analysis of our unique data set and field-based insights, in order to amplify our sales model to drive new customer acquisition
Continuously improve customer repayment:
Commercial Strategy- Develop a commercial strategy that optimizes customer lifetime value (CLV) through increasing new sales, improving loan performance, and growing active customers and repeat sales
Data Based Insights- Use our unique data set as well as insights derived from the field to refine and iterate on our customer retention strategy, in order to improve payment velocity, repayment rates and repeat sales
Relationship Management:
Own and advance relationships with key stakeholders
Support in creating and maintaining relationships with current and potential commercial partners
Create and own relationship management of key stakeholders within the sales process, especially with distribution partners (if any)
Sales Channels:
Identify and assess additional sales channels to expand sales coverage across your state, including distributors, corporation and NGO partners
Provide leadership to the teams that drive sales and customer repayment:
Communication- Live and communicate Fenix’s mission to improve the quality of life of our customers
Culture- Uphold and help continually build the Fenix culture which always embraces Fenix’s vision and values and always puts the customer’s experience first
Leadership to Team Leads- Build upon, support, and provide exceptional leadership to the Team Leads and Fenix Power Champions, including testing and setting compensation, targets, and incentive structures.
Recruitment and Training- Oversee the recruitment, training and ongoing management of sales, marketing, and customer repayment teams in your state.
Team Development- Support team development by performing regular reviews and trainings, retaining high performing team members, and finding creative ways to boost low performing sales team members
Required Skills and Experience
Bachelor's degree in a discipline related to functional work or role
5+ years working in a senior role within a progressive sales and/or financial services environment with strong, quantifiable results
Proven experience and a passion for motivating and leading large teams to deliver on ambitious goals within a commercial business environment
Ability to draw the right insights from data to create and nimbly adjust strategy, make difficult decisions that often require tradeoffs, balanced with a bias to action
Experience or passion for working in developing markets
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
Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.
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