Latest Job Vacancies at Fenix International, 24th October, 2018

Job Title: Customer Service Representative

Location:

 Lagos Island, Lagos, Nigeria
Department: Customer Experience
Type: Full Time

Job Description

• Fenix is looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• A successful Customer Service Representative is a critical thinker, attentive to details and an excellent communicator.
• This position requires individuals to have a strong passion for listening and providing solutions to people.

Key Responsibilities

• Ensure an excellent experience to all customers, with each interaction
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Vet and open customer accounts by recording account information.
• Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
• Follow-up with customers who have delayed payments
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Build sustainable relationships of trust through open and interactive communication
• Go the extra mile to engage customers
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Read from scripts
• Resolve customer complaints via phone, email, mail or social media
• Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements

Required Skills & Experience

• An OND/HND/Bachelors degree from a recognized institution
• Excellent Written and Verbal Communication Skills
• Microsoft Excel skills
• Ability to interact with peers and mid level leaders internally
• Fresh graduate

Highly Desired Skills:

• Ability to work both in teams and independently
• Passionate about solving problems for customers in rural communities
• Proficiency in English Language and 1 or more other Nigerian Languages
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Service Center Associate

Location

: Lagos Island, Lagos
Department: Customer Experience
Type: Full Time
Min. Experience: Mid Level

Job Description

• Fenix is looking for a bright, highly motivated and disciplined Service Center Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• Fenix prides itself on always putting the customer first; the Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria.
• As the main point of contact at the Service Center, the role will be to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond call of duty when required.

Key Responsibilities

• Provide excellent customer service to all Fenix Nigeria 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 best use of resources
• Diagnose technical issues with the customer units and support in the swapping process
• Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
• Supervise and monitor the collection and disbursement of sales unit inventory across PoS territory
• Supervise and monitor the collection and disbursement of service unit inventory (including accessories) in the Service Center
• Assist with product development through conducting field tests and surveys when required
• Help collect data on Customer feedback and satisfaction
• Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
• Always enter accurate and honest information into the Fenix data systems. Ensure data entry is high quality so that data can be used to better serve our customers
• Escalate issues or questions to manager if you cannot resolve them
• Make courtesy calls to Fenix customers as requested
• Ensure all Fenix customers have a great end-to-end customer experience

Required Skills & Experience

• Degree or diploma in a relevant field from a recognized institution
• Should be fluent in English and at least 1 other local language from the region you are applying
• Conversant with use of computers
• Should demonstrate both verbal and written communication skills
• Proximity to Lagos Island is key.

Highly Desired Skills:

• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Good influencing and negotiation skills
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas.

How to Apply
Interested and qualified candidates should:
Click here to apply online