Customer Care Representative Job at PAS Solar Limited

Job Summary

  • Company: PAS Solar Limited 
  • Deadline Date: 9th March, 2019 
  • Specialization: Customer Service 
  • Work Level: Experienced (Non-Manager) 
  • Job Type: Full-Time 
  • Location(s): Abuja 
  • Date Posted: 2nd March, 2019

PAS Solar Limited is a solar energy company providing Electricity to Off-Grid customers for an affordable monthly fee.

We are recruiting to fill the position below:

Job Position: Customer Care Representative
Job Location:
Reports To: Customer Care Supervisor
Support: Regional Area Manager/Retail Sales Supervisor/Shop Managers/Lead Technicians

General Summary

  • As an Inbound and Outbound Contact Center member you have an opportunity to challenge yourself and help our customer achieve their energy solution.
  • You are the voice of PAS SOLAR brand to our customers as such you are expected to represent our brand, products and services with each interaction you have with a customer or potential customer.
  • In this role you are expected to adhere to the established performance indicators of the department and that customer enthusiasts are created through the promotion of PAS SOLAR products and services.
  • You will carry out outbound contacts to all PAS SOLAR customers in accordance with our after-sales debt management processes.

Essential Competencies, Duties and Responsibilities (Including but not limited to)
Functional Success Factors:

  • Ability to engage in the day-to-day activities related to the operation of the Call Center (Customer Care Team).
  • Provide effective customer service to customer and potential customers and follow proper process.
  • Provide support, report and resolve customer concerns and complaints regarding technical issues and follow-up interactions with customers to check on level of satisfaction.
  • Acts as a source of information to customers by answering questions, escalating issues, follow-ups and gives instructions to customers as necessary.
  • You are expected to identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
  • Ensure effective monitoring and response to incoming customer SMS and respond as necessary to resolve any customer issues and concerns.
  • You are expected to follow performance metrics per call center process to increase efficiency.
  • Support fellow Customer Care Team by attending appropriate training.
  • You are expected to apply all necessary knowledge and skills on the job regarding phone interactions with our internal and external customers.
  • Attends company training and contribute to the overall company growth and company initiatives.

Managing Customer Service:

  • Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
  • Effectively executing customer follow-up to encourage adherence to payment plan.
  • Coordinate with the Retail Supervisor in resolving product recovery process from unpaid clients.
  • Exceptional knowledge of and adherence to all company policies and procedures.
  • Provide guidance to customers by educating them on products based on clients’ needs and desires.
  • Aligns team with activities that will ensure Call Center Performance goals are met.
  • Demonstrate strong understanding of product guidelines, utilization and product performance.

Managing Operations:

  • Provide support to the technical team by tracking and following up on new installations as well as follow up confirmation calls.
  • Responsible for updating and tracking customer payment in the system.
  • Provide payment support to the mobile money agents on and troubleshoot any technical and payment issues.
  • Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and update installation data into the database.

Key Performance Attributes

  • Excellent verbal communication, listening and phone skills.
  • Good motivational skills and enthusiasm.
  • You are a strong problem solver and able to understand and adapt to customers’ needs.
  • You are a strong communicator with great customer service orientation.
  • Excellence data entry skills and attention to details.
  • Strong persuasive and resilience skills (ability to work well under pressure and high stress.
  • Strong positive attitude.
  • Strong organization and time management skills.

Experience Required:

  • 6 months to 1 Year minimum experience in Customer Service, Call Center or Sales.
  • Candidate must be fluent in Hausa and English.

Minimum Education:

  • B.Sc./HND/OND or equivalent work experience preferred
  • Working knowledge of computer systems (MS Office, Web understanding)

Physical Requirements:

  • Ability to move around the office and Call Center environment
  • Ability to operate office computer and other equipment

How to Apply
Interested and qualified candidates should submit their CV to: jobs@passolar.comApplicants should include ‘Customer Care Representative’ in the email subject header.

Note: Job description may be subject to change without notice

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