Summary
Date Posted: Friday, November 22, 2019 , Base Salary: Not Disclosed

JOB DETAILS:
About Fenix
Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.14 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d’Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.
In early 2018, Fenix joined forces with ENGIE, one of the world’s largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.
Job Overview
Fenix is looking for a dynamic, highly motivated and disciplined Junior Service Centre Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. This position is an important role within the Customer Service Department in a face-paced environment at the forefront of providing a world-class customer service experience in the sectors of renewable energy and mobile payment technology.
This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after-sales service support (both technical and non-technical) to existing Fenix customers with an emphasis on providing an exceptional customer experience. .

  Job Responsibilities:
• Provide an exceptional experience to Fenix Zambia customers at all times
• Serve as a liaison between the customer and Fenix
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers
• Support the SCA in the disbursement of inventory (including accessories) in your Service Centre and other allocated Points of Sale (POS)
• Contribute to ensuring up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to Fenix HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into Fenix data system
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Ensure all Fenix customers have a great end-to-end customer experience

Job Skills: Not Specified

Job Qualifications:
• Degree or diploma in a relevant field from a recognized institution
• Previous demonstrable customer service experience, handling irate customers and problem solving (solutions-oriented) is essential.
• Critical thinking skills.
• Good influencing and negotiation skills.
• Flexibility with the ability to work under pressure to meet deadlines.
• Competent with computers including Microsoft Office packages, Fenix dB, Fenix Fire, and other Google products such as Forms, Sheets, Docs and Slides, etc.
• Excellent verbal and written communication skills.
• Team player who is able to work independently.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Demonstrate a high level of professionalism and integrity.
• Ability to speak fluent English and at least 2 local languages.

  Job Education Requirements:
• Degree or diploma in a relevant field from a recognized institution

Job Experience Requirements: Not Specified

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