Posted on Fri 01st Mar, 2019 - hotnigerianjobs.com --- (0 comments)
PAS Solar Limited is a solar energy company providing Electricity to Off-Grid customers for an affordable monthly fee.
We are recruiting to fill the position below:
Job Title: Customer Care Representative
Location: Abuja
Reports To: Customer Care Supervisor
Support: Regional Area Manager/Retail Sales Supervisor/Shop Managers/Lead Technicians
General Summary
As an Inbound and Outbound Contact Center member you have an opportunity to challenge yourself and help our customer achieve their energy solution.
You are the voice of PAS SOLAR brand to our customers as such you are expected to represent our brand, products and services with each interaction you have with a customer or potential customer.
In this role you are expected to adhere to the established performance indicators of the department and that customer enthusiasts are created through the promotion of PAS SOLAR products and services.
You will carry out outbound contacts to all PAS SOLAR customers in accordance with our after-sales debt management processes.
Essential Competencies, Duties and Responsibilities (Including but not limited to)
Functional Success Factors:
Ability to engage in the day-to-day activities related to the operation of the Call Center (Customer Care Team).
Provide effective customer service to customer and potential customers and follow proper process.
Provide support, report and resolve customer concerns and complaints regarding technical issues and follow-up interactions with customers to check on level of satisfaction.
Acts as a source of information to customers by answering questions, escalating issues, follow-ups and gives instructions to customers as necessary.
You are expected to identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
Ensure effective monitoring and response to incoming customer SMS and respond as necessary to resolve any customer issues and concerns.
You are expected to follow performance metrics per call center process to increase efficiency.
Support fellow Customer Care Team by attending appropriate training.
You are expected to apply all necessary knowledge and skills on the job regarding phone interactions with our internal and external customers.
Attends company training and contribute to the overall company growth and company initiatives.
Managing Customer Service:
Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
Effectively executing customer follow-up to encourage adherence to payment plan.
Coordinate with the Retail Supervisor in resolving product recovery process from unpaid clients.
Exceptional knowledge of and adherence to all company policies and procedures.
Provide guidance to customers by educating them on products based on clients’ needs and desires.
Aligns team with activities that will ensure Call Center Performance goals are met.
Demonstrate strong understanding of product guidelines, utilization and product performance.
Managing Operations:
Provide support to the technical team by tracking and following up on new installations as well as follow up confirmation calls.
Responsible for updating and tracking customer payment in the system.
Provide payment support to the mobile money agents on and troubleshoot any technical and payment issues.
Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and update installation data into the database.
Key Performance Attributes
Excellent verbal communication, listening and phone skills.
Good motivational skills and enthusiasm.
You are a strong problem solver and able to understand and adapt to customers’ needs.
You are a strong communicator with great customer service orientation.
Excellence data entry skills and attention to details.
Strong persuasive and resilience skills (ability to work well under pressure and high stress.
Strong positive attitude.
Strong organization and time management skills.
Qualifications
Experience Required:
6 months to 1 Year minimum experience in Customer Service, Call Center or Sales.
Candidate must be fluent in Hausa and English.
Minimum Education:
B.Sc./HND/OND or equivalent work experience preferred
Working knowledge of computer systems (MS Office, Web understanding)
Physical Requirements:
Ability to move around the office and Call Center environment
Ability to operate office computer and other equipment
Application Closing Date
8th March, 2019.
How to Apply
Interested and qualified candidates should submit their CV to: [email protected] Applicants should include 'Customer Care Representative' in the email subject header.
Note: Job description may be subject to change without notice.