Customer Care Representative at PAS Solar Limited

Reports To: Customer Care Supervisor
Support: Regional Area Manager/Retail Sales Supervisor/Shop Managers/Lead Technicians

General Summary

• As an Inbound and Outbound Contact Center member you have an opportunity to challenge yourself and help our customer achieve their energy solution.
• You are the voice of PAS SOLAR brand to our customers as such you are expected to represent our brand, products and services with each interaction you have with a customer or potential customer.
• In this role you are expected to adhere to the established performance indicators of the department and that customer enthusiasts are created through the promotion of PAS SOLAR products and services.
• You will carry out outbound contacts to all PAS SOLAR customers in accordance with our after-sales debt management processes.

Essential Competencies, Duties and Responsibilities (Including but not limited to)
Functional Success Factors:

• Ability to engage in the day-to-day activities related to the operation of the Call Center (Customer Care Team).
• Provide effective customer service to customer and potential customers and follow proper process.
• Provide support, report and resolve customer concerns and complaints regarding technical issues and follow-up interactions with customers to check on level of satisfaction.
• Acts as a source of information to customers by answering questions, escalating issues, follow-ups and gives instructions to customers as necessary.
• You are expected to identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
• Ensure effective monitoring and response to incoming customer SMS and respond as necessary to resolve any customer issues and concerns.
• You are expected to follow performance metrics per call center process to increase efficiency.
• Support fellow Customer Care Team by attending appropriate training.
• You are expected to apply all necessary knowledge and skills on the job regarding phone interactions with our internal and external customers.
• Attends company training and contribute to the overall company growth and company initiatives.

Managing Customer Service:

• Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
• Effectively executing customer follow-up to encourage adherence to payment plan.
• Coordinate with the Retail Supervisor in resolving product recovery process from unpaid clients.
• Exceptional knowledge of and adherence to all company policies and procedures.
• Provide guidance to customers by educating them on products based on clients’ needs and desires.
• Aligns team with activities that will ensure Call Center Performance goals are met.
• Demonstrate strong understanding of product guidelines, utilization and product performance.

Managing Operations:

• Provide support to the technical team by tracking and following up on new installations as well as follow up confirmation calls.
• Responsible for updating and tracking customer payment in the system.
• Provide payment support to the mobile money agents on and troubleshoot any technical and payment issues.
• Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and update installation data into the database.

Key Performance Attributes

• Excellent verbal communication, listening and phone skills.
• Good motivational skills and enthusiasm.
• You are a strong problem solver and able to understand and adapt to customers’ needs.
• You are a strong communicator with great customer service orientation.
• Excellence data entry skills and attention to details.
• Strong persuasive and resilience skills (ability to work well under pressure and high stress.
• Strong positive attitude.
• Strong organization and time management skills.

Qualifications
Experience Required:

• 6 months to 1 Year minimum experience in Customer Service, Call Center or Sales.
• Candidate must be fluent in Hausa and English.

Minimum Education:

• B.Sc./HND/OND or equivalent work experience preferred
• Working knowledge of computer systems (MS Office, Web understanding)

Physical Requirements:

• Ability to move around the office and Call Center environment
• Ability to operate office computer and other equipment