The Ugandan Jobline

Job Title:     Customer Service Representative

Organization:
Fenix International

Duty Station:  Jinja, Uganda

About US:

Fenix International
is a next-generation energy company. Our mission is to transform our customers’
quality of life through disruptive innovation in energy and financial services.
To date, Fenix has sold over 300,000 Solar Home Systems in Uganda and Zambia,
bringing clean, reliable power for lights, phones, radios, TV and much more to
over 1,500,000 people.

Job Summary:  Fenix prides itself on always putting the
customer first; the Customer Service Representatives are at the forefront of
providing world class customer service to our ReadyPay customer 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.

Key Duties and Responsibilities: 

·       Creating a Positive Customer Experience

·       Receiving customers 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.

·       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.

·       Administrative and Team Building

·       Escalate unresolved issues or questions to
your immediate supervisor.

·       Support in building Fenix conducive
environment for both internal and external customers

·       Provide ideas, feedback and contributions to
Fenix Strategy on how to improve the customer experience

·       Any other duties as may be assigned from time
to time

·       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

Qualifications, Skills and Experience:

·       The ideal candidate must hold a Degree or
diploma in a relevant field from a recognized  institution

·       Should be fluent in at least 3 or more local
languages including Luganda

·       Conversant with use of computers

·       Very good 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 suitably
qualified and interested candidates please submit your resume and cover letter at the link below. 

Click Here

Deadline: 8^th March 2020

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