Customer Service Representative Team Lead ENGIE Energy Access Zambia Limited

Duties and Responsibilities:

• Help build a culture that recognizes and embraces EEA’s vision and values, always encourages success, and supports all employees.
• Support recruitment and hiring of Fenix Zambia’s Customer Service Representatives and help identify and document the qualities and characteristics that make this initial Zambia team successful to inform future recruitment efforts.
• Onboard and train new Customer Service Representatives, adapting your content and approach according to the strengths and weaknesses of our team
• Enhance our Call Quality Control process, ensuring quality, efficiency, and accuracy, with the aim of ensuring that each CSR provides the best, most technically accurate customer service; as needed, provide targeted training and support to ensure quality control in the performance of CSR duties.
• Conduct quarterly and annual performance reviews ( 2x2x2’s and 360s)
• Track individual CSR Scorecard performance for your team: customer service quality, data quality, technical performance, efficiency, and other important KPIs, and follow up accordingly.
• Work closely with the Call Center Manager to determine team needs, weakness, strengths, and areas of improvement. Review individual performance through regular feedback.
• Provide on-the-job coaching and day-to-day supervision of CSRs.
• Provide daily direction and communication to the CSR team so that customer service is provided in a timely, efficient, and knowledgeable manner, driving toward Fenix’s mission to relentlessly pursue an exceptional customer experience.
• Gather customer feedback insights monthly and come up with action plans.
• Carry out assigned call center projects that helps to help improve customer satisfaction.
• Provide software support to the team as per the higher permissions accorded to you, maintaining discipline and thoroughness in operations. i.e Reversal, payment refunds and Activations.
• Take initiative and be creative! Proactively identify areas to improve our Customer Experience and CSR experience as Fenix Zambia establishes its culture and operations in its early days!
• Collaborate and support other departments in the business as a member of the
  leadership team.

Knowledge and Skills

Experience

• At least 6-month experience in in Customer Experience as a CSR Coordinator or supervisory role.
• Experience with MS excel.

Qualifications

• Diploma or degree in business, environmental or educational studies.
• Strong phone contact handling skills and active listening.
• Ability to multi-task, prioritize and manage time effectively.
• Willingness and desire to learn new ideas.
• Good problem-solving skills (solutions oriented).
• Customer orientation and ability to lead to different types of characters.
• Critical thinking skills (ability to think outside the box