Job Title:  Service Center Coordinator

Department: Customer Experience

Reporting line:  Head of Customer Experience

Location: Lusaka, western and Southern

Job Grade: HL 12

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 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), 2.5 million customers and more than 12.5 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  

This role will be responsible for the operational and profitability of the service centers across and ensuring compliance with processes. S/he will work closely with Service Center Officers in a fast-paced environment at the forefront of providing world class customer experience in the sector of renewable energy and mobile payment technology. The Service Center Coordinator will supervise and support the operational and daily activities of the Service Centers and be responsible for their performance indicators whilst maintaining an exceptional customer experience. It requires an individual with a demonstrated passion for customer service delivery within ENGIE Energy Access Zambia.   

Responsibilities 

• Provide an exceptional experience to EEA Zambia customers at all times
• Serve as a liaison between the Service Center Officers and other stakeholders
• Manage service centre teams to ensure exceptional customer experience to customers is always provided
• Collaborate with the Sales Team and Portfolio health team to drive growth and ensure customer retention
• Drive innovation in the Service Centers to improve customer experience and/or increase their efficiency
• Ensure effective communication and implementation of processes, policies, procedures that drive business at the Service Center level
• Drive cross-functional initiatives and conduct strategic research by working with all other departments to implement these initiatives and ensure key milestones are achieved for CX
• CX training lead to create content, improve existing content, roll out training and measure team performance
• Support recruitment and retention of Service Center staff, Refresher trainings, On-boarding new Service Center Officers, Oversee the implementation of staff disciplinary procedures and other HR related issues
• Review and validate bonuses and overtime for the service center officers
• Resolve customer requests, questions and complaints while frequently analysing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Supervise and monitor the disbursement of inventory (including accessories) at the Service Centres and other allocated Points of Sale (POS)
• Ensure up-to-date and accurate inventory records for Stock Audits at the Service Centers
• Provide regular reports on sales, support, inventory, and customer data handling and management.
• Ensure accurate and high-quality information is added into the EEA data system at the Service Centers
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Managing customer Credit portfolios and ensuring catch ups are made at every engagement
• Manage administrative matters of the Service Centers
• Help build/maintain a culture that recognizes and embraces EEA’s vision and values, always encourages success, and supports all employees
• Work closely with the CX Leadership to determine team needs, weaknesses, strengths, and areas of improvement.
• Support Service Center team with DB processes
• Support the Facilities Manager with equipment asset management, utilities, rentals management, servicing, repair & maintenance logistics as required.
• Facilitate the co-ordination of weekly meetings with managing the attendance register, taking minutes and following up on agreed actions with relevant stakeholders.
• Report and escalate all major challenges to the Head of Customer Experience
• Proactively identify areas to continuously improve our Customer Experience

For manager roles only: 

At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.  

We believe that great managers: 

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results. 
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness. 

• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility. 
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening. 
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging. 

Knowledge and skills 

Experience: 

• 2 years Professional experience in relevant field
• Working knowledge of Service Centre Management, concepts, and tools.
• Intermediate skills with Excel, Word, and Power point.
• Willingness to travel
• Exceptional interpersonal, customer service, product knowledge and troubleshooting skills
• Strong verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, ability to motivate employees.
• Experience with customer segmentation and customer profiling / personas
• Ability to demonstrate proactivity and independent timely execution
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics, professionalism, integrity and interpersonal skills
• Flexibility with ability to work under pressure to meet deadlines

Qualifications: 

• Degree in Business Administration, Economics, Customer Service, or relevant field

Language(s):  

• English 
• Local languages are a plus 

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!