Summary
Date Posted: Friday, September 01 2023, Base Salary: Not Disclosed

JOB DETAILS:
• 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
• 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, Lozi and Tumbuka

Technology
• Computer literate

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Postgraduate Degree

Job application procedure
• To apply, send your CV and Motivation letter indicating the languages spoken to ( careers_zambia.a2e@engie.com ) with the job title as the subject of your email.
• ENGIE is an equal opportunity employer, promoting diversity, and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements, and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

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