Several Fresher Customer Service Representatives Job Opportunities – Fenix International

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Organisation: Fenix International
Duty Station: Kampala, Uganda
Reports to: Customer Services Manager
About US:
Fenix International is a for-profit corporation and the creator of
affordable, Pay-To-Own renewable energy products that empower those living
off-grid. Over 34m people in Uganda are off-grid, which equates to 6.2m
households who have no access to power and instead depend on kerosene for light
and local businesses for phone charging. To address this, Fenix International
has developed ReadyPay, a new Pay-To-Own Solar Power System. Coming in a range
of kits, ReadyPay Power Systems are designed to provide clean light, phone
charging, entertainment and more for those living off-grid.
Each ReadyPay is unique in that it contains lock-out technology, and,
together with MTN Mobile Money, it allows a customer to take a solar power
system home for a small down payment from just $15. Customers then “top up”
their ReadyPay through MTN Mobile Money payments (starting from $0.40 per day).
Each time a payment is made via Mobile Money, their ReadyPay Solar Power System
is unlocked for a set period of time. Customers will then eventually own their
ReadyPay systems after making continuous mobile money payments for a period 18
months.
Job Summary:  The Fenix
Customer Service Representatives are at the forefront of providing world class
customer service to our ReadyPay customer across Uganda.  The incumbent will serve as the main point of
contact and deal with and help resolve any customer complaints while giving the
best possible customer experience as well as going beyond their call of duty
when required.
Key Duties and Responsibilities: 
1. Creating a Positive
Customer Experience:
  • Receiving customer and treat them with
    respect and dignity
  • Receive incoming calls from Fenix
    customers
  • Be empathetic and compassionate while
    dealing and managing customers complaints
  • Educate and emphasis to customers about
    the finance agreement they are signing and the commitment they are making
    with Fenix.
  • Exercise patience with customers and make
    sure to follow up on all customer issues until they are fully resolved.
  • Make courtesy calls to Fenix customers as
    may be required.
  • Endeavor to give all Fenix customers great
    end to end customer experience
  • Relationship management to increase client
    retention
  • Always enter accurate and honest
    information into the Fenix data systems.
  • Capture data of high quality that can be
    used to better serve our customers.
2. Product Knowledge:
  • Learn all product details, specifications,
    prices, and capabilities so as 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
  • Should be able to demonstrate an in-depth
    understanding of the customer finance agreement
  • Take initiative to continuously improve
    your product knowledge and soft customer service skills to better serve
    our customers and develop your career.
3. Administrative:
  • Routinely escalate unresolved issues or
    questions to your immediate supervisor.
  • Support in building Fenix conducive
    environment for both internal and external customers
4. Assist in Sales/Cross
Selling:
  • Through creating good rapport with
    existing customers, he/she should be able to identify new sales leads and
    communicate to the sales team
  • Cross selling to existing customers
  • Perform any other duties as may be
    assigned from time to time
Qualifications, Skills and Experience: 
  • The Fenix Customer Service Representatives
    should hold Degrees or diplomas in relevant fields from recognized institutions
  • A minimum of one year to two years of work
    or internship experience serving people in a rural community based setting
  • Should be fluent in at least 3 or more
    local languages
  • Conversant with use of computers
  • Excellent interpersonal skills
  • Should demonstrate both verbal and written
    communication 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: 
All candidates are encouraged apply at the web link below or to send their
resume, cover letter, and contact information for two professional references
to careersug@fenixintl.com with the subject “Customer Service Representative.”
In the cover letter, please answer the following questions:
  • What working experience have you had and
    how will it prepare you for this role?
  • What other skills and experience will you
    bring to Fenix?
  • What do you think are the top two considerations
    for Fenix’s customers?
  • How would you ensure consistent customer
    service experience for Fenix customers?
Deadline: Rolling

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