Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones
We are recruiting to fill the position below:
Job Title: Customer Service & Analytics Manager
Location: Lagos
Job Responsibilities
- Take full ownership of Incoming call center migration in-house
- Supervise and support and monitor the daily call flow into 180 Call center and the case flow into the Customer service support center on a day-to-day basis, keeping in mind the overall business objectives
- Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
- Clear and concise dissemination of company information and processes to 180 & Service support center
- The incumbent’s ability is to be proactive and anticipate areas where assistance is needed key to the role function as well as the ability to demonstrate initiative
- Foster a cordial and fun team environment
- Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
- Politely handle escalated customer concerns through diverse channels
- Ensure that customer details are fully updated on Salesforce in an end user friendly format
- Raise change requests for Salesforce with a goal to improve and simplify the UI/UX
- Supports all other departments within the organization by ensuring clear flow of Customer information
- Proactively anticipate areas where assistance is needed, as well as demonstrate initiative
- Perform C-Sat surveys on customers and initiate action plans for improvement based on feedback
- Seek to daily identify gaps and growing customer expectations to ensure an NPS score of 40+ is achieved and sustained
- Utilize Quality Assessor feedback to improve Qualitative performance of all CSS Reps
- Performance Management (Key Performance Indicators):
- Call Center Operations – Quantitative & Qualitative
- Quality Assurance management for customer interactions
- Customer Feedback
- Review KPIs to ensure alignment with companywide goals.
- Commitment to continuous improvement using data analytics
- Call Scripting of processes
- Monitoring of all Incoming and Outgoing contact center queues to ensure SLs & ALs are met
- Contact center Workforce planning.
Educational Qualifications & Functional / Technical Skills
- First degree in any discipline, Graduate / Post Graduate qualification
- Customer centric, Result oriented, Leadership quality, Energetic and Assertive
- Building of CRM Reports on Sales force
- Proficient with Excel, Word & Power point
- Team Player
- Relevant Industry Experience should have planning and organizing skills
- Good interpersonal skills
- Coaching and that would result in improved individual, team performance & Customer Experience
- Excellent presentation skills to Senior and Mid-level Management
Relevant Experience:
- 10 years+ work experience in managing contact center operations either in Telco or Renewable energy in a Managerial capacity
- Sales force CRM Knowledge is a must
- Understanding of Tikal Telephony system
Other Requirements:
- Strong problem-solving skills
- Good communications skills
- A high level of accuracy
- Attention to details
- Willingness to put in extra hours when required
- Weekend availability to physically manage the contact center is required
Job Title: Account Assistant
Location: Lagos
Job Responsibilities
- Shall be responsible for the general accounting function include the day to day recording of transactions on the accounting software to ensure the completeness and accuracy of the general ledger at all times.
- Filing of monthly VAT and WHT tax.
- Collection and distribution of credit notes to vendors
- Maintaining balance sheet schedules
- Ledgers and bank reconciliations
- Assisting with monthly closings and account analysis and supporting the senior accountant and management in carrying out the responsibilities of the account department.
Job Responsibilities
- Complete general ledger operations which include ensuring day to day recording of transactions on the ERP
- Ensure the general ledger is complete and accurate on daily basis
- Assist with monthly account closing
- Assist with year-end account closing
- Assist to reconcile and maintain balance sheet account
- Assist to prepare analysis of accounts as requested
- Implement controls and manage accounts receivable and accounts payable
- Assist to prepare tax computations and returns
- Account/bank reconciliations
- Review and process expense reports
- Assist with implementing and maintaining internal financial controls and procedures
- Monitoring cash limit on weekly basis and communication to respective department; heads payments made in the period
Educational Qualifications & Functional / Technical Skills
- A first Degree in Accounting or Finance
- Professional accounting qualification will be an added advantage
Relevant Experience:
- Minimum of 3 years’ experience in general accounting and internal controls
- Knowledge of IFRS and GAAP
- Proficiency in relevant accounting software
- Proficiency in the use of excel
- Audit experience will be an added advantage
- Experience working in a global, geo-diverse company, will be an added advantage
Other Requirements (Behavioral etc.):
General Competencies:
- Analytical, problem-solving and reporting skills
- Good communication skills; verbal and written
- Good interpersonal relationship skills
- Ability to be take initiatives and must be proactive
- Team player
- Must be able to maintain a high level of confidentiality
Deadline: 4th December, 2019.
How to Apply
Interested and qualified candidates should send their Cover Letter and CV to: careers@lumos.com.ng clearly indicating “Customer Service & Analytics Manager” as subject of your mail.
Note: That applications not received on the or before the closing will not be considered for this current opening.
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