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 must be fluent in either Yoruba or Hausa, 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.
Responsibilities, Deliverables and Activities
Key Responsibilities :
Ensure an excellent experience to all customers with each interaction
Give customers information about products and services
Cross-sell Fenix products to customers where possible
Deliverables and Activities :
Handle customer 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 / Bachelor’s degree from a recognized institution
Excellent Written and Verbal Communication Skills
Microsoft Excel skills
Ability to interact with peers and mid level leaders internally
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
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.