Service Center Associate (SCA)

Location: Lusaka, 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 Description

Fenix is looking for a bright, highly motivated and disciplined Customer Service 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 Customer Service Associate will be at the forefront of providing world-class customer service to our ReadyPay customer across Zambia. 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 Zambia 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 the customer units and support in the swapping process
  • Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
  • Supervise and monitor the collection and disbursement of sales unit inventory across PoS territory
  • Supervise and monitor the collection and disbursement of service unit inventory (including accessories) in the Service Center
  • Assist with product development through conducting field tests and surveys when required
  • Help collect data on Customer feedback and satisfaction
  • Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
  • 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
  • Escalate issues or questions to manager if you cannot resolve them
  • Make courtesy calls to Fenix customers as requested
  • Ensure all Fenix customers have a great end-to-end customer experience

Skills/ qualifications & Experience

Degree or diploma in a relevant field from a recognized institution
Should be fluent in at least 2 or more local languages from the region you are applying
Conversant with use of computers
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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