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At Mone Solar, our mission is to empower Nigeria with sustainable energy solutions that reduce the country's dependence on fossil fuels and contribute to a cleaner, healthier environment.
As a Customer Service Associate at Solar Enterprises, you will be our customers' primary point of contact, ensuring their satisfaction and providing exceptional service. You will be crucial in resolving customer inquiries, addressing concerns, and maintaining positive relationships. This position requires excellent communication skills, empathy, and the ability to handle customer interactions professionally and efficiently.
- Serve as the main point of contact for customer inquiries, providing timely and accurate responses via phone, email, or live chat.
- Assist customers in understanding solar energy products, services, and technical information.
- Resolve customer complaints and concerns by investigating issues, identifying solutions, and implementing corrective actions.
- Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
- Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
Order Processing and Tracking:
- Process customer orders, ensuring accuracy and timeliness.
- Coordinate with internal departments to facilitate order fulfillment, shipment, and delivery.
- Provide customers with order status updates and tracking information.
- Collaborate with the warehouse and logistics team to resolve any order processing or delivery issues.
Product Knowledge and Technical Support:
- Develop a deep understanding of Solar Enterprises' products, features, and benefits.
- Provide product recommendations and guidance to customers based on their needs and requirements.
- Assist customers with troubleshooting technical issues, providing step-by-step instructions and guidance.
- Collaborate with the technical support team to resolve or escalate complex technical inquiries when necessary.
Customer Relationship Management:
- Build and maintain strong customer relationships through exceptional service and proactive communication.
- Identify opportunities to upsell or cross-sell products and services to existing customers.
- Conduct customer satisfaction surveys, gather feedback, and identify areas for improvement.
- Collaborate with the sales team to provide customer feedback and insights to support business growth strategies.
Process Improvement and Documentation:
- Identify trends, recurring issues, and areas for process improvement within the customer service function.
- Contribute to developing and refining customer service policies, procedures, and standards.
- Document frequently asked questions, standard responses, and best practices for future reference.
- Stay updated on industry trends, solar energy advancements, and competitor offerings.
Qualifications and Skills:
- High school diploma or equivalent; some college education preferred.
- Proven customer service experience, preferably in a similar role or industry.
- Excellent communication skills, both verbal and written, with a customer-focused approach.
- Empathy and the ability to handle customer inquiries and complaints with patience and professionalism.
- Strong problem-solving skills, with the ability to think quickly and find effective solutions.
- Proficient in using customer service software, CRMs, and other relevant tools.
- Knowledge of solar energy or renewable energy concepts is a plus.
- Ability to multitask, prioritize, and manage time effectively.
- Strong attention to detail and accuracy in data entry and order processing.
- Ability to work collaboratively within a team and adapt to changing customer needs.
This extended job description comprehensively overviews the responsibilities and requirements for the Customer Service Associate role at Solar Enterprises. It is designed to understand the position clearly but may not include all possible duties and responsibilities. Management reserves the right to modify, add, or remove tasks.