Customer Service Representative

Job Title: Customer Service Representative 

Department: Customer Experience 

Reporting line: Call Center Team Lead 

Location: Kampala -Uganda 

Job Grade: 11 

About ENGIE Energy Access! 

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.8 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025. 

www.engie-energyaccess.com    

www.linkedin.com/company/engie-africa  

Job Purpose/Mission 

ENGIE Energy Access prides itself on always putting the customer first; the Customer Service Representatives are at the forefront of providing world class customer service to our EEA customers across Uganda. As the main point of contact, the role is to 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.  

Responsibilities 

Creating a Positive Customer Experience    

• Receiving customers and treat them with respect and dignity.   

• Receive incoming calls from EEA customers.  

• Be empathetic and compassionate while dealing and managing customers complaints. 

• Educate and emphasize customers about the finance agreement they are signing and the commitment they are making with EEA.  

• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.   

• Make courtesy calls to EEA customers as may be required.   

• Endeavor to give all EEA customers great end to end customer experience.  

• Relationship management to increase client retention.   

• Always enter accurate and honest information into the EEA data systems.   

• Capture data of high quality that can be used to better serve our customers. 

  Product Knowledge    

• Learn all product details, specifications, prices, and capabilities 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 MySol products and other Accessories.   

• Should be able to demonstrate an in-depth understanding of the customer finance agreement.    

• Take the initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.    

Administrative and Team Building   

• Escalate unresolved issues or questions to your immediate supervisor.    

• Support in building EEA conducive environment for both internal and external customers.    

• Provide ideas, feedback, and contributions to EEA Strategy on how to improve the customer experience.     

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.

• Any other duties assigned to you by management.

Knowledge and Skills 

Experience  

• Conversant with use of computers.    

• Excellent interpersonal skills. 

• Should demonstrate both verbal and written communication (English)   

• 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.   

Qualifications:  

• Degree or diploma in a relevant field from a recognized institution. 

Language(s):   

Must speak fluently any of the following language combinations   

• Luganda +Ateso + Kumam  

• Luganda+ Runyankore+ Rukiga+ Kinyarwanda  

• Luganda + Runyoro+ Rutoro + Rukonjo  

• Acholi + Langi + Alur (Luo)  

• Lugbara + Madi + Kakwa

• Luganda + Lusoga+ Lugwere+ Samia  

• Luganda + Lumasaba  

• Kupsabiny +Lumasaba  

Technology:  

• Good computer skills 

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.    

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!