Customer Service Representative (CSR)

Location: Zambia

Department: Customer Experience

Type: Full Time

Min. Experience: Entry Level

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 Purpose
Fenix prides itself on always putting the customer first; the Customer Service Representatives will be at the forefront of providing world class customer service to our ReadyPay customers across Zambia. As the main point of contact, the role involves dealing with and helping to resolve any customer complaints while giving the best possible customer experience as well as going beyond the call of duty when required.

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 ReadyPay 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

Assist in Sales/Cross Selling

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

Qualifications, experience and skills required:

  • Degree or diploma in a relevant field from a recognized institution
  • 1-2 years of work or internship experience serving people in a rural community-based setting
  • Should be fluent in English and at least 2 or more local languages
  • Conversant with use of computers
  • Very good interpersonal skills
  • Should demonstrate both verbal and written communication skills

Personal Characteristics:

  • 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

To apply

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/. In the cover letter, please answer the following questions:

1) What working experience have you had and how will it prepare you for this role?
2) What other skills and experience will you bring to Fenix?
3) What do you think are the top two considerations for Fenix’s customers?
4) How would you ensure consistent customer service experience for Fenix customers?

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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