Customer service representative

Fenix International

Job Summary

A successful Customer Service Representative is a critical thinker, attentive to details and an excellent communicator. This position requires individuals to have a strong passion for listening and providing solutions to people.

  • Minimum Qualification: OND
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

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. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.17 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

Job Description

  • Fenix is looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.

Key Responsibilities

  • Ensure an excellent experience to all customers, with each interaction
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Vet and open customer accounts by recording account information.
  • Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
  • Follow-up with customers who have delayed payments
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Build sustainable relationships of trust through open and interactive communication
  • Go the extra mile to engage customers
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Read from scripts
  • Resolve customer complaints via phone, email, mail or social media
  • Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements

Required Skills & Experience

  • An OND/HND/Bachelors degree from a recognized institution
  • Excellent Written and Verbal Communication Skills
  • Microsoft Excel skills
  • Ability to interact with peers and mid level leaders internally
  • Fresh graduate

Highly Desired Skills:

  • Ability to work both in teams and independently
  • Passionate about solving problems for customers in rural communities
  • Proficiency in English Language and 1 or more other Nigerian Languages
  • Critical thinking skills (ability to think outside the box)
  • Good problem solving skills (solutions oriented)
  • Flexibility with ability to work under pressure to meet deadlines
  • Willingness and desire to learn new ideas

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