Customer Service Agent Job at ENGIE Energy Access
Vacancy Title: Customer Service Agent
Type: Full Time
Industry: Finance
Category: Customer Service
Jobs at: ENGIE Energy Access
Deadline for this Job: Friday, May 31, 2024
Duty Station: Within Uganda, Jinja, East Africa
Summary: Date Posted: Friday, May 24, 2024
Base Salary: UGX
No. of Vacancies: 01
Work Hours: Full-time, 08 hours per day
Similar Jobs in Uganda: Explore opportunities here.
Learn More About ENGIE Energy Access: Discover more about ENGIE Energy Access here.
Job Details:
About ENGIE Energy Access: ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day, and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), over 1.8 million customers, and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.
Job Purpose/Mission: ENGIE Energy Access prides itself on always putting the customer first. The Customer Service Agents are at the forefront of providing world-class customer service to our EEA customers across Uganda. This temporary role for 3 months involves handling customer repayments, resolving customer complaints, and ensuring an exceptional customer experience.
Responsibilities:
Creating a Positive Customer Experience:
- Make outgoing calls to EEA customers to meet set targets.
- Be empathetic and compassionate while managing customer complaints.
- Educate customers about the finance agreement they are signing and their commitments with EEA.
- Exercise patience with customers and follow up on issues until fully resolved.
- Ensure all EEA customers have a great end-to-end customer experience.
- Manage relationships to increase client retention.
- Enter accurate and honest information into the EEA data systems.
- Capture high-quality data to better serve customers.
Product Knowledge:
- Learn all product details, specifications, prices, and capabilities.
- Provide accurate product information to customers.
- Demonstrate an in-depth understanding of the customer finance agreement.
- Continuously improve product knowledge and customer service skills.
Administrative and Team Building:
- Escalate unresolved issues to your immediate supervisor.
- Support in building a conducive environment for both internal and external customers.
- Provide ideas, feedback, and contributions to EEA Strategy to improve customer experience.
- Perform any other duties as assigned.
Knowledge and Skills:
Experience:
- Proficient in computer use.
- Excellent interpersonal skills.
- Strong verbal and written communication skills in English.
- Ability to work in teams or independently.
- Critical thinking and problem-solving skills.
- Good influencing and negotiation skills.
- Flexibility and ability to work under pressure to meet deadlines.
- Willingness and desire to learn new ideas.
Qualifications:
- Degree or diploma in a relevant field from a recognized institution.
Language(s): Must speak any of the following language combinations:
- Luganda + Ateso + Kakwa + Kumam
- Luganda + Runyankore + Rukiga + Kinyarwanda
- Luganda + Runyoro + Rutoro + Rukonjo
- Acholi + Langi + Alur (Luo)
- Lugbara + Madi
- Luganda + Lusoga + Lugwere + Samia
- Luganda + Lumasaba
- Kupsabiny + Lumasaba
Technology:
- Strong IT skills, especially in Microsoft Office Packages (Forms, Excel, PowerPoint) and Fenix DB and Power Hub.
SEE MORE: Systems Installation and Maintenance Manager Job at ENGIE Energy Access
Application Procedure: Interested and qualified candidates, click here to apply.
