Service Center Associate at Fenix International

Job Objective

• Fenix is looking for a bright, highly motivated and disciplined Service Center Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. Fenix prides itself on always putting the customer first; the Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria.
• As the main point of contact at the Service Center, the role will be to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond call of duty when required.

Key Responsibilities

• Provide excellent customer service to all Fenix Nigeria customers at all times
• Attract new and existing customers to the Service center
• Supervise the movement & stock count of Fenix Nigeria inventory to and from the Service Center
• Provide periodic reports on customer engagement and stock count to Senior Service Center Center Associate

Deliverables and Activities
Customer Engagement:

• Customer Liaison- Serve as a liaison between the customer and Fenix
• Information Accuracy- Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
• Courtesy Calls- Make courtesy calls to Fenix customers as requested
• End-to-end Experience- Ensure all Fenix customers have a great end-to-end customer experience

Problem Solving:

• Resolve Customer Queries- Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
• Diagnose Technical Issues- Diagnose technical issues with the customer units and support in the swapping process
• Escalation to Manager- Escalate issues or questions to manager if you cannot resolve them

Data Management:

• Inventory Reporting- Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
• Data Entry- Always enter accurate and honest information into the Fenix data systems. Ensure data entry is high quality so that data can be used to better serve our customers
• Customer Feedback Data- Help collect data on Customer feedback and satisfaction

Inventory Management:

• Unit Inventory- Supervise and monitor the collection and disbursement of sales and service unit inventory (including accessories) in the Service Center

Product Development :

• Assist with product development through conducting field tests and surveys when required

Required Skills and Experience

• Degree or diploma in a relevant field from a recognized institution
• 1-2 years experience
• Should be fluent in English and at least 1 other local language from the region you are applying
• Conversant with use of computers
• Critical thinking skills.
• Good influencing and negotiation skills.
• Flexibility with ability to work under pressure to meet deadlines.
• Competent with computers including Microsoft Office packages, Fenix dB, Fenix Fire, and other Google products such as Forms, Sheets , Docs and Slides etc.
• Excellent verbal and written communication skills.
• Team player who is able to work independently.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Demonstrate a high level of professionalism and integrity.
• Should demonstrate both verbal and written communication skills.

Highly Desired Skills:

• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Good influencing and negotiation skills
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas

Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.