Job Openings at SunFi Technology Limited

About the Role:

• We are looking for a Customer Success Intern with superior oral & written communication skills and an unrelenting passion for customer satisfaction to join our team. As the Customer Success Intern, you will work directly with customers to meet their needs, answer their questions, collaborate with teammates and provide support across a number of communication channels.

Responsibilities:

Project 960 engagement

• Advising clients on possible optimized solutions.
• Acknowledging and resolving customer complaints.
• Proactively communicating with customers through various channels.
• Logging and processing support calls
• Effectively keeping records of customer interactions, transactions, comments, and complaints using select CRM tools
• Make recommendations to management to improve customer experience

Specific inbound requests

• Responding promptly to customer inquiries.
• Knowing our offerings inside and out so that you can answer questions and recommend fixes.

Ad hoc responsibilities

• Communicating, coordinating, and collaborating with colleagues and other stakeholders as necessary.
• Providing feedback on the efficiency of the customer service process.
• Other assigned responsibilities that may be a priority for the team from time to time

Qualifications

• Customer support skills
• Strong ability to run issues to ground timely and satisfactorily
• Proficiency in Google Suites especially Excel sheets
• Attention to detail
• Time Management Skills
• Collaboration Skills
• Empathy
• Excellent oral communication skills
• Positive attitude
• Quick learner
• Good interpersonal skills (developed by working in similar or relevant roles)
• Ability to multi-task and take on additional responsibilities in line with team objectives

Requirements:

• BSc/HND holder in business related course
• 6 Months - 1 Year experience in customer service
• Customer support experience will be an added advantage
• Excellent written, oral and presentation skills
• Demonstrated ability to build and sustain strong relationships
• Ability to use Google Suites and digital support tools, including CRM tools

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About the Role

• Technical Support Officer II works within the User Services unit of SunFi. The objective of the User Services team is to deliver quality services to our users via the SunFi platform as well as offline. User services achieve these objectives by continual engagement and feedback from our users.
• The Technical Support Officer II is primarily responsible for the continual engagement and feedback from our DEPs and consumers to ensure continual improvement and satisfaction of our services and users respectively. The Technical Resolution Representative II manages our entire portfolio of DEPs, DTCs and consumers in order to maintain a stellar online and offline experience for these DEPs and consumers with the SunFi brand.

Responsibilities:

• Interact with DEPs and consumers cheerfully. Is a constant ambassador of the SunFi brand.
• Takes service & maintenance calls. Documents calls in SunFi’s data management platform.
• Provide a resolution in a timely fashion, leveraging appropriate technical and financial resources. More specifically, this requires: (a) Logging in and responding to all DEP and consumer calls/requests/emails. (b) Resolve complex DEP and consumer technical issues and needs.
• Responsible for monitoring online assets, identifying early warning signs for any issues based on live data, and identifying actions to take to extend asset life.
• Provide technical support to the Growth team and Customer Success team when engaging Clients and partners
• Provide Technical support to the Credit Team and Customer Success Team when a customer refuses to make payment due to Perceived Technical issues.
• Use data obtained and lessons learnt from DEPs and other users to improve future DEP interactions and user services operations.
• Train Internal stakeholders on issue resolutions (For example Growth Team, Customer Success Team)

Attributes & Skills

• Effective written and verbal communication skills (Ability to communicate clearly and attentive listening)
• Ability to resolve conflicts professionally, timely and effectively
• Understanding of inverter technologies
• Problem-solving skills and conflict-resolution abilities.
• Emotional Intelligence
• Technical knowledge of all of SunFi’s packages, products & services ● Good decision-making skills
• Open-mindedness and Attention to details
• Ability and willingness to learn and stay updated on industry trends and product knowledge.
• Positive attitude
• Assertive, confident and clear communicator – via e-mail, phone and face-to-face
• Good interpersonal skills developed by working in similar or relevant roles)
• Ability to multi-task and take on additional responsibilities in line with the vision of the team

Qualifications

• BSc/HND degree in Engineering or a related field
• Minimum of 3 years experience preferably as an engineer with a clear understanding of solar inverter systems.
• Highly proficient with desktop applications such as Adobe Acrobat Professional, MS Office, and Internet Explorer including an ability to learn new IT systems
• Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)
• Experience in remote technical troubleshooting of solar inverter systems
• Extensive experience in the design, and installation of Solar inverter systems
• Ability to use tools like Zoho, Monday.com, Slack

Benefits

• Comprehensive Family/Personal Healthcare
• Flexible Access to Salary and Employee Support Facilities
• Employee Solar Power Program
• Life and Career Coaching Masterclass
• Flexible Access to over 11,000 learning resources and opportunities
• Amazing colleagues and a great work culture
• Team Bonding and a chance to build a world-class Clean Energy FinTech!