Service Center Associate (Lambata, Niger state)

Location: Lambata, Niger, Nigeria

Department: Customer Experience

Type: Full Time

Min. Experience: Mid 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 $0.17 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 300,000 ReadyPay Power systems in Uganda and Zambia, bringing clean, reliable power for lights, phones, radios, TV and much more to over one million people.  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 Service Center 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 Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria. 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 Nigeria customers at all times

Serve as a liaison between the customer and Fenix

Attract new and existing customers to the Service Center

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

Required Skills & Experience

Degree or diploma in a relevant field from a recognized institution 

Should be fluent in English and at least 1 other local language from the region you are applying 

Conversant with use of computers 

Should demonstrate both verbal and written communication skills

Proximity to Lambata, Niger state is key


Highly Desired Skills

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

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