Associate Quality Assessor, Lagos (Nigeria)

Sun King


Unspecified NGN Confidential
5 months ago

Job Summary


Job Description/Requirements

Job Location: Lagos, Nigeria

The team you would join:
The Customer Service Team serves as the first point of contact for Sun Kingâs customers. The team helps prospective and existing customers with products, services, payments, and customer relationship-related inquiries. Customer Service Executives play an important role in ensuring Sun King customers can access fair, reliable, and timely assistance for any product or service-related needs, ensuring the company provides strong customer service in line with its consumer protection. The team works cross-functionally with Sun Kingâs Operations and Sales teams to serve the breadth of customer-related inquiries.

About the role: The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes. Department EasyBuy Program Management Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid Reporting To Quality and Training Lead, Nigeria

What you would be expected to do

Reporting Create reports that reflect agents' performance. Report agent and teamâs performance to the management. Provide customer insights reports to management. Customer service team engagement Participate in calibration sessions to maintain consistency in internal evaluations. Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings. Participates in customer and client listening programs to identify customer needs and expectations. Analysis Assess agentsâ interactions based on internal standards.  Provide data on customer experience feedback and agent behavior.

You might be a strong candidate if you

Have 2-3 years as a Quality Assessor or Call Center personnel. Can Comfortably Speak both Hausa and Yoruba fluently Have a bachelor's Degree or its equivalent in a Communication or Business related field. Are passionate about positively impacting the lives of rural consumers. Work well with others and also have great people skills to mentor your team to deliver on expectations. Are comfortable working with Powerpoint and MS Excel? Have outstanding customer service skills and dedication to providing exceptional customer care. Have exceptional listening skills. Good with Data. Have good knowledge of customer relationships or customer service practices. Can adapt well to change and successfully set and adjust priorities as needed.

What we offer (in addition to compensation and statutory benefits)

An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry. The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world. A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.

About Sun King

Sun King is the worldâs largest off-grid solar energy company with cutting-edge product design, pioneering fintech and a grassroots installation model that provides energy to the 1.8 billion consumers across Africa and Asia who lack access to reliable electricity. Founded in 2007, Sun King sets the gold standard for off-grid solar performance and design as part of its mission: powering access to brighter lives.Sun Kingâs 2,500+ staff and 23,000 field agents serve 100 million product users based in 65 countries around the world. With direct-to-consumer sales active in 11 countries, Sun King is growing rapidly. Every month, we equip 330,000 homes and businesses with power and light. The needs of energy consumers in Africa and Asia are diverse. From cost-effective and durable lamps to powerful home and business energy systems as well as modern entertainment and energy storage systems, Sun King's broad array of products unlock a higher quality of life. Whether devising safe and environmentally friendly electric-powered cookers or exploring the future of pay-as-you-go mobility and vehicles in Africa to concocting ever-more-powerful solar energy solutions, Sun Kingâs technology team nurtures and devises scalable, inventive solutions to pressing global challenges.Sun Kingâs innovative pay-as-you-go financing model dismantles the upfront cost burden that blocks low-income households from transitioning from polluting and harmful kerosene fuels and gas generators to clean, affordable and green solar energy. Sun King customers can purchase products using the companyâs technology-enabled, pay-as-you-go âEasy Buyâ financing service, which breaks payments down into regular, affordable instalments. These payments can be made via mobile money for as little as $0.15 a day. After one to two years of payments, customers own their solar equipment outright.Though united by a commitment to serving underserved off-grid families, Sun King comprises a broad, inclusive group of individuals working across 11 countries. Sun Kingâs world-class roster of product designers, data scientists, logistics experts, customer service professionals, operations gurus and marketing and communications strategists work together to devise solutions to the complicated and multidimensional challenges of energy access, climate action and social inclusion.Across the diverse countries where we operate and work, we build awareness of diversity and promote equity. Sun King is committed to gender equality in the workplace. Women represent 47% of Sun Kingâs workforce.

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