Summary
Date Posted:Wednesday, March 29 2023, Base Salary: Not Disclosed

JOB DETAILS:
RDG’s vision is to empower the future by facilitating economic and social development through access to clean energy systems, appliances, and financial inclusion.
Founded in April 2018, RDG was born with the sole ambition to ‘Empower the Future’. How? By providing affordable access to life changing clean energy systems and appliances. With the cost of these products remaining prohibitively high for almost all off-grid households, RDG provides its products on a PAY-AS-YOU-GO (PAYG) basis. This enables the customer to spread their payments over an extended period, rather than paying cash up front. By eliminating this ‘barrier’, households across Zambia can access RDG products such as Refrigerators, Solar Water Pumps, Smartphones and Solar Home systems (SHS) to improve and empower their lives. Households that were previously forgotten, are now on the frontier of an exciting new market opportunity.
Since commencement of sales in July 2019, RDG has connected customers in 8 provinces, directly benefiting over 21,000 people through direct sales by commission-based agents.
RDG team has grown from five employees to forty -seven full time, all driven by the challenge of continuous innovation and the passion of serving and empowering off grid customers. We recognize our team as a long-term competitive advantage and strive to build an entrepreneurial environment that enables them to think above and beyond set goals. The company believes in talent acquisition and undertake regular continuous training and leadership development programmes. The team participates in various work activities that brings about healthy relations and improves productivity.
We are committed to gender equality and equal opportunities for both males and females in the workplace.
Position: Customer Experience Executive (2)
Job Location: Lusaka
Reporting to: Customer Experience Supervisor.

Job description
The Customer experience Executive is primarily responsible for ensuring delivery of exceptional customer service. The executive will work closely with the sales teams to service existing and potential customers by providing product and service information while resolving product related issues effectively.

RESPONSIBILITIES
a. Build rapport with customers by handling each customer call in a courteous, and professional manner.
b. Communicate the correct product and payment services information to new customers during each call.
c. Clarify and verify information to and/or from customers to ensure delivery of exceptional customer service.
d. Demonstrate appropriate levels of empathy in situations that require these skills and provides customers with caring individualized attention.
e. Ensure that the quality of each call follows predefined quality parameters.
f. New product upselling to existing and on boarding customers.
g. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the supervisor.
h. Utilizes the relevant tools and resources provided by the Company to respond to customer queries and give outstanding customer experience.
i. Ensure strict adherence to established attendance schedules.
j. Provide on the job training support to new team members to facilitate improvement in their levels of performance through mentor / mentee relationship.
k. Provide the relevant daily reports where applicable.
l. Appropriately escalates customer queries to the Supervisor to ensure speedy resolution of the same. Ensures daily performance targets are met.

REQUIREMENTS AND SKILLS
• Three (2) years work experience in customer service
• Degree in social science/Business studies
• Strong phone contact handling skills and active listening
• Ability to adapt /respond to different types of customers.
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively.
• Ready to work shifts.
• Fluent in Lunda Kaonde, Tonga and Lozi

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
To apply for this job email your details to rdgzambia@gmail.com 


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