Customer Service Representative at Fenix International

We are building a diverse and inclusive team and  this opportunity is open to any qualified internal and external applicants. Women  as well as candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.

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 a modular, lease-to-own solar home system financed through affordable installments from just $0.11 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 500,000 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 2,500,000 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 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).

Your key functions will include:

• Receive customers and treat them with respect and dignity
• Receive incoming calls from Fenix 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 Fenix
• Exercise patience with customers and follow up on all customer issues until fully resolved
• Make courtesy calls to Fenix 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 Fenix 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 ReadyPay 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 good rapport with existing customers, identify new sales leads and communicate to the sales team

•  Cross sell to existing customers

Required Skills & Experience

• Must have Grade 12 Certificate
• Degree or Diploma will be an added advantage
• Multi-lingual spoken and written knowledge of at least a local language (preference for Tonga, Lozi, Kaonde, Luvale, Lunda)
• Customer focused and ability to adapt
• Previous experience in a customer support role
• Strong phone and verbal communication skills with active listening
• Data entry skills with attention to detail
• Self motivated and ability to multitask and work with minimum supervision
• Strong team player with high work ethics and integrity
• Demonstrates professionalism and integrity
• Flexibility with ability to work in shifts and on weekends
• Computer skills – basic proficiency with email programs and in Excel, Google Sheets, etc

Desired Skills and Experience

• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Good influencing and negotiation skills
• Willingness and desire to learn new ideas

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