Customer Service Agent at ENGIE Energy Access

Vacancy title: Customer Service Agent
Type: FULL TIME
Industry: Petroleum
Category: Customer Service
Deadline: Friday, May 10, 2024
Duty Station: Within Uganda, Kampala, East Africa
Base Salary: Not Disclosed

About ENGIE Energy Access: ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. We develop innovative, off-grid solar solutions for homes, public services, and businesses, enabling clean, affordable energy access. With operations in nine countries across Africa and over 1.8 million customers, we aim to impact 20 million lives by 2025.

Job Purpose/Mission: As a Customer Service Agent at ENGIE Energy Access, you’ll be at the forefront of providing world-class customer service to our customers across Uganda. Your role involves dealing with customer repayment, resolving complaints, and ensuring exceptional customer experiences.

Responsibilities:

• Make outgoing calls to customers to achieve work targets.
• Handle and manage customer complaints with empathy and compassion.
• Educate customers about finance agreements and commitments.
• Follow up on all customer issues until fully resolved.
• Provide end-to-end customer experiences and enhance client retention.
• Maintain accurate data entry into the system.
• Learn and communicate product details effectively.
• Continuously improve product knowledge and customer service skills.
• Escalate unresolved issues to supervisors.
• Support in building a conducive environment for customers.
• Contribute ideas and feedback to improve customer experience.

Knowledge and Skills:

• Conversant with computer usage.
• Excellent interpersonal and communication skills (English).
• Ability to work independently or in teams.
• Strong critical thinking and problem-solving skills.
• Good influencing and negotiation skills.
• Flexibility to work under pressure and meet deadlines.
• Willingness to learn and adapt to 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 Microsoft Office Packages (Forms, Excel, PowerPoint) and Fenix DB and Power hub.

Work Hours: 8
Experience in Months: 36
Level of Education: Associate Degree

Application Procedure:
Apply Here: