ENGIE Energy Access is Currently Recruiting: Customer Service Representative

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• Job Title: Customer Service Representative
• Department: Customer Experience
• Reporting line: CSR Team Lead
• Location: Lusaka, Zambia

Deadline –  31st January 2021

About ENGIE BU Africa ENGIE Energy Access
ENGIE is the largest independent electricity producer in the world, and one of the major players in natural gas and energy services. The Group has more than 50 years of experience on the African continent and has the unique ability to implement integrated solutions all along the energy value chain, from centralized electricity production to off-grid solutions (Solar Home Systems, mini-grids) and energy services. ENGIE Africa counts nearly 4,000 employees, has 3.15 GW of power generation capacity – in operation or construction, and is a leader in the decentralized off-grid energy market (Access to Energy) providing clean energy electricity to more than 4 million people through domestic solar installations and local mini grids.

ENGIE Africa created a new business line Access to Energy (A2E) which encompasses the activities of Fenix, Mobisol (2 companies providing Solar Home Systems solutions), and ENGIE PowerCorner (active in mini-grids construction and operations). With these three entities, ENGIE Africa underlined that it is bringing decentralized electricity to more than four million people in nine countries. This initiative also illustrates ENGIE Africa’s strong belief in the huge potential of these activities and has built a leading and unique position in the A2E African market and is willingness to input all the necessary resources to make these activities business scalable and grow and deliver on its promises both in terms of revenues and social impact.

The mission of A2E is to deliver affordable, reliable, and sustainable energy solutions and life-changing services with exceptional customer experience. We do this in order to improve the quality of life of our customers and support economic prosperity through access to clean energy.

www.engie-africa.com
www.linkedin.com/company/engie-africa

Job Purpose/Mission
Engie Energy Access is looking for highly motivated, hardworking and disciplined Individuals with a passion for delivering Exceptional Customer experience, to work in our Call Center as Customer Service Representatives (CSR)

Duties and Responsibilities:

• Creating a Positive Customer Experience
• Receive customers and treat them with respect and dignity
• Receive incoming calls from Fenix customers
• Be empathetic and compassionate while dealing with and managing customer complaints
• Educate and emphasize to customers the importance of the financing agreement  they are signing and the commitment they are making to Fenix
• Exercise patience with customers and follow up on all customer issues until fully resolved
• Make courtesy calls to Fenix customers as required
• Endeavor to give all Fenix customers a great end to end customer experience
• Manage relationships to increase client retention
• Always enter accurate and honest information into the Fenix data systems
• Capture high quality data that can be used to better serve our customers
• Escalate unresolved issues or questions to your immediate supervisor 

Product Knowledge

• Learn all product details, specifications, prices, and capabilities to be equipped with all product information
• Always provide accurate product information to customers and never oversell or lie to
  customers about our product capabilities
• Demonstrate the ability to diagnose and resolve technical issues with EEA and other
  accessories
• Maintain a deep understanding of the customer financing agreement
• Take initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career

Administrative

• Escalate unresolved issues and question to your immediate supervisor
• Support in building a conducive environment  for both internal and external customers
• Help in SMS translations when need arise

Assist in Sales/Cross-Selling

• Through creating a good rapport with existing customers, identify new sales leads and
  communicate with the sales team
• Cross-sell to existing customers

Knowledge and skills

Experience:

• Experience in customer service or direct customer interaction is an added advantage

Qualifications:

• Diploma or Degree from a recognized institution
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Willingness and desire to learn new ideas
• Flexibility with the ability to work in shifts
• Good problem-solving skills (solutions-oriented)
• Customer orientation and ability to adapt/respond to different types of characters
• Critical thinking skills (ability to think outside the box)

Language(s):

• English, Bemba, Nyanja and any other

Technology

• Computer literate

APPLY 

To apply, send your CV and Motivation letter indicating the languages spoken to ([email protected])  with the job title as the subject of your email.

ENGIE is an equal opportunity employer, promoting diversity, and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements, and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!