ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access (EEA) aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
We are recruiting to fill the position below:
Job Title: Customer Service Representative (Nupe / Hausa Speaker)
Location: Lagos
Employment Type: Temporary
Job Objective
ENGIE Energy Access is looking for dynamic, highly motivated and disciplined Customer Service Representative with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
A successful Customer Service Representative must be fluent in the required language, 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, 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
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
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should submit their CV to: [email protected] using the Job Title as the subject of the email.