Job Level
Junior
About the role
- Handle inbound and outbound customer interactions across all contact centre channels, including voice and digital (chat, email, social platforms)
- Serve as first point of contact for customer inquiries, onboarding, sales verification, credit assessment, follow-ups, and issue resolution
- Gather and document information about the customer and the product while conducting customer verification prior to purchase
- Perform credit assessment of potential clients to facilitate product purchase
- Identify fraud, duplicated and/or inaccurate records and handle per business requirements
- Build repeat sales through strong customer relationships by focusing on customers’ wants and needs
- Ensure high customer satisfaction during onboarding and increase customer retention
- Initiate and implement corrective actions to maintain excellent service standards
- Attract potential customers by answering product and service questions and suggesting other products/services
- Resolve customer queries on incoming/outgoing calls and tickets; ensure first contact resolution
- Handle customer complaints within stipulated timeframes and provide appropriate solutions and alternatives
- Accurately escalate customer pain points that cannot be resolved on call/ticket
- Proactively flag surges in customer complaint trends for assessment and improvement
- Build sustainable relationships and rapport with customer accounts through open communication
- Keep records of customer interactions, and provide accurate, valid, complete information using appropriate tools
- Provide regular feedback on pain points and improvement areas to increase customer service efficiencies
- Conduct FSE onboarding and manage all incoming queries
- Perform any other duties as assigned
Requirements
- A Diploma/Degree in a Business Administration/ Customer Service/social sciences and/or any business related field
- At least 1 year experience in a busy call center environment
- Basic computer skills to facilitate guided troubleshooting of own internet access and tools, online meeting channels e.g Google Meet, Zoom, MS Office applications
- Possess excellent relational and soft skills with a high level of discipline and time management
- Clear and straight to the point communication skills with fluency in both written and spoken French & English (fluency in Malagasy and Betsimisaraka or any other local dialect is an added advantage)
- Can demonstrate problem solving ability and attention to detail
- Ability to multitask and ensure that key deliverables are not compromised by the work from home environment
- Ability to work with minimal supervision
- Able to maintain a cool head during difficult conversations
- Motivated, passionate and excited about the opportunity to bring ethical, affordable energy to homes in Africa