Customer Service Executive

Sun King

full-time

Posted on: 10/1/2025

Location Type: Hybrid

Location: Antananarivo • 🇲🇬 Madagascar

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Job Level

Junior

About the role

Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
Credit assessment of potential clients to facilitate product purchase
Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.
Ensure high customer satisfaction levels during customer onboarding and increase customer retention.
Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
Attract potential customers by answering product and service questions and suggesting information about other products and services offered
Resolve customer queries on calls both incoming, outgoing calls / tickets.
Handle customer complaints within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
Proactively flagging off any surge on customer complaints trends to enable assessment of customers’ needs to achieve satisfaction.
Build sustainable relationships and rapport with customer accounts through open and interactive communication
Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service
Conducting FSE onboarding, and manage all incoming queries
Manage inbound and outbound calls and digital queries (chat, email, social platforms), ensuring quick and effective resolutions.
Perform any other duties that may be 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 meets, Zoom, Ms Office applications
Possess excellent relational and soft skills with a high level of discipline and time management
A 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
We are looking for someone who is motivated , passionate and excited about the opportunity to bring ethical, affordable energy to homes in Africa. If this sounds like you, we would love to hear from you.
- Sun King offers a comprehensive compensation package, a positive and fun work environment, and opportunities for continued professional growth within a fast-growing global enterprise.
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Benefits

- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
**We place great importance on sustaining a diverse, inclusive work environment. **We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
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Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer verificationcredit assessmentfraud identificationcustomer onboardingfirst contact resolutionrecord keepingproblem solvingmultitaskingbasic computer skillsonline meeting tools

Soft skills

customer relationship buildingcustomer satisfactioncommunication skillstime managementattention to detaildisciplineability to work independentlycool under pressuremotivationpassion