Customer Experience Associate at Arnergy Solar Limited

You’ll focus on:

• Serving as the voice of the customer to ensure that Arnergy's corporate strategies align with customer's needs, wants and realities.
• Receiving and making calls to clients, addressing their needs and listening to their concerns, complaints and issues.
• Being a brand advocate and maximizing word of mouth and multichannel marketing opportunities.
• Optimizing inbound requests and customer touchpoints with clear reporting on metrics.
• Efficiently responding to callers, providing solutions and ensuring they feel supported and valued.
• Building respectful and cordial relationships with clients and team members for a productive work environment.
• Building positive customer experiences, producing impactful sales collateral & collecting relevant feedback.
• Utilizing software, databases and other technical tools appropriately to deliver business goals.
• Striving to meet or exceed call centre metrics while providing excellent customer service.
• Participating in trainings, seminars and company-wide events to expand industry knowledge and fulfil company objectives.
• Generating data to ensure that the service level promises are delivered to customers.
• Ensuring that service response and resolution times are compliant with the Service Level Agreements.
• Observing all occupational health and safety and requirements.
• Maintaining a professional appearance/attitude, consistent with local customs and company policy.

Qualification

• A university degree in IT, Engineering, English, Linguistics or Business-related degree.
• Minimum of a year + experience working in a similar role.

REQUIREMENTS & SKILLS

You'll be a good fit for this role if you are:

• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multitask, prioritize, and manage time effectively
• Good understanding of the renewable energy industry.
• Highly articulate with an excellent command of written and spoken English.
• An excellent communicator, organized, great team player with problem-solving skills.
• Customer empathy and crisis management techniques.

We’d also like to see:

• Flexibility and comfort working in a fast-paced, changing environment
• An attribute of grit
• Compliance oriented, good interpersonal skills
• Excellent time management, task prioritizing and organisational ability
• High level of attention to detail