Customer Service Representative Intern (Hausa Speaker) at Fenix International

Department:  Customer Experience
Reporting to: Head of Customer Experience

Job Objective

• We are looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• A successful Customer Service Representative must be fluent in Hausa, 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.

Responsibilities, Deliverables and Activities
Key Responsibilities:

• Ensure an excellent experience to all customers with each interaction
• Give customers information about products and services
• Cross-sell Fenix products to customers where possible.

Deliverables and Activities:

• Handle customer 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
• Closeout 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

• OND holders, candidates about to undergo or currently undergoing the one-year NYSC scheme are preferred.
• 0-1 year of experience
• Excellent Written and Verbal Communication Skills
• Microsoft Excel skills
• Ability to interact with peers and mid-level leaders internally.

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 the ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas.