Customer Service Representative Intern ENGIE Energy Access Zambia Limited

Job Title: Customer Service Representative Intern
Department: Customer Experience
Reporting line: CSR Team Lead
Location: Lusaka, Zambia

Deadline – 23rd March 2024

We are building a diverse and inclusive team and this opportunity is open to any qualified internal and external applicants. Women, candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.

About ENGIE Energy Access (EEA)

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.6 million customers and more than 8 million lives impacted so far, ENGIE Power Corner aims to impact 20 million lives across Africa by 2025

Job Purpose/Mission
Engie Energy Access is looking for highly motivated, hardworking and disciplined Individuals with a passion for delivering Exceptional Customer experience, to work in our Call Center as Customer Service Representatives (CSR)

Duties and Responsibilities:

• Creating a Positive Customer Experience
• Receive customers and treat them with respect and dignity
• Receive incoming calls from ENGIE 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 ENGIE
• Exercise patience with customers and follow up on all customer issues until fully resolved
• Make courtesy calls to ENGIE 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 ENGIE 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 EEA 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
• Administrative
• Escalate unresolved issues and question to your immediate supervisor
• Support in building a conducive environment for both internal and external customers
• Help in SMS translations when need arise
• Assist in Sales/Cross-Selling
• Through creating a good rapport with existing customers, identify new sales leads and communicate with the sales team
• Cross-sell to existing customers
• Knowledge and skills

Experience:

• Experience in customer service or direct customer interaction is an added advantage

Qualifications:

• Diploma or Degree from a recognized institution in a business related field
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Willingness and desire to learn new ideas
• Flexibility with the ability to work in shifts
• Good problem-solving skills (solutions-oriented)
• Customer orientation and ability to adapt/respond to different types of characters
• Critical thinking skills (ability to think outside the box)

Language(s):

• English plus Kaonde, Lunda, Luvale, Luchazi, Lozi and Tonga