Customer Experience Manager

Location: Zambia

Department: Customer Experience

Type: Full Time

Min. Experience: Mid Level

Summary

We’re looking for a highly motivated and entrepreneurial individual with strong customer service experience looking to provide the best customer experience to the BoP in emerging markets.

About Fenix

Fenix International is a next-generation energy company.  Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.19 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

To date, Fenix has sold over 150,000 ReadyPay Power systems in Uganda, bringing clean, reliable power for lights, phones, radios, TV and much more to over 900,000 people in Uganda.  In 2017, Fenix announced that it was joining forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy.  ENGIE will make significant commercial investments in Fenix to accelerate the path to our mission. Fenix will operate as a distinct and autonomous company within the ENGIE group in order to retain our unrelenting focus on innovation, smart iterative design, strong team culture and exceptional customer experience. Together, Fenix and ENGIE plan to bring life-changing energy and financial services to tens of millions of off-grid customers and to make universal access to modern energy a reality across Africa.

Job Description

Reporting to the Fenix Zambia Customer Experience Director, the Customer Experience Manager will head the Zambia Customer Experience Team in developing scalable systems to support the delivery and customer support of life changing energy and financial services to rural Zambians powered by ReadyPay.

Key Responsibilities

Call Center Management

  • Build and manage a world class call center in Zambia to support Fenix’s customer base in Zambia 
  • Work with local partners along the Fenix value chain to ensure that customers and Fenix partners can always have their needs addressed

Aftersales Service

  • Work with the Fenix Zambia Operations Manager to develop systems to support a country wide after sales service network to support customers throughout Zambia to obtain service

Customer Insights and Communications

  • Work with the Fenix Zambia National Sales Manager and partners to ensure communications to customers and Fenix partners are clear and consistent
  • Gather insights from customers through their interactions with the customer experience department to inform both strategy and interventions for improving customer experience and the customer journey

Customer Experience Strategy

  • Set targets and communicate goals, objectives and key results across the customer experience department to relentlessly pursue an exceptional customer experience

Monitoring, Reporting & Optimization

  • Monitor and evaluate internal processes by measuring and collecting data
  • Perform analysis on customer experience cost centers and drive efficiency while maintaining standards of excellence. Identify opportunities for continuous improvement of quality and efficiency, and then execute
  • Report on progress towards objectives and key results

Talent

  • Hire a team of likeminded individuals, bent on providing amazing customer service and operational excellence in Zambia to perform the customer experience department functions
  • Support team development by performing regular reviews and trainings

Required Skills & Experience

  • Leadership & project management experience: We are looking for entrepreneurial candidates who have started or contributed significantly to scaling a company or project. We especially value candidates who have seen projects through from start to finish, from design to scale up phase.
  • Three years’ minimum work experience in a customer experience or customer facing role
  • Education and/or work experience in Africa
  • Outstanding written and verbal communications skills (English)
  • Exceptional analytical skills
  • Ability and drive to work independently
  • Highly motivated by customer happiness
  • Motivational and passionate character that engenders Fenix values across a large team
  • Bachelors or Master’s degree in relevant field 
     

Highly Desired Skills & Experience

  • Proficiency in SPSS, STATA, Minitab, R or other stats software
  • Experience running a call center
  • Proficiency in Nyanja, Bemba or other local language highly desired

To Apply

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/.

Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

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