Summary
Date Posted: Monday, March 18 2024, 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 in a business related field
• 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, Luchazi, Lozi and Tonga

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Postgraduate Degree

Job application procedure
• To apply for this job email your details to careers_zambia.a2e@engie.com 

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