Jobs at Sun King (Formerly Greenlight Planet)

About the role:

• The Customer Service Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.

What you would be expected to do

• Managing large amounts of inbound and outbound calls in a timely manner while following laid down procedures, guidelines, policies and “scripts”;
• Resolving product or service queries in a timely manner by identifying customer needs, clarifying information, finding out the root cause and expediting resolution;
• Conducting product and service quality surveys with customers and recording feedback from time to time;
• Building repeat sales and retention through strong customer relationships by focusing on the customer wants and needs;
• Working with multiple sales teams and cross-functional teams seamlessly;

You might be a strong candidate if you

• Have Bachelor’s Degree or its equivalent in a Business-related courses - Sales, Marketing or Customer Service Management
• Have good communication skills with fluency in both written and spoken English
• Are fluent in Hausa or Hausa and Any other language.
• Have good people skills.
• Have maximum of 2 years experience in a similar role. Experience working in a call center is an added advantage.
• Have basic Microsoft- Excel skill

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About the role:

• We are looking for diligent and well organized team member to join our Risk department as an Area Collections Executive.
• The Employee will drive the efforts and processes related to collections of our PAYG products in the field.
• They will also give advice and suggestions on how to improve customer payments and satisfaction while ensuring that the company offer matches end-users expectations.

What you would be expected to do

• Assessing regional portfolio and repayment trends and laying down daily, weekly, and monthly strategies to drive better collection rates from delinquent customers.
• Conducting mystery market visits to confirm the quality of sales and obtain different insights from different areas to enhance strategic direction to mitigate situations of disabled lamps and repayments.
• Providing weekly updates to Sales and Risk Management teams on-field interventions performed and results achieved, along with customer insights.
• Designing, piloting, and operationalizing collection processes necessary for ensuring better repayments and customer satisfaction.
• Working with Area Business Managers and Field Sale Executives to repossess products from delinquent customers in cases where direct intervention is required.
• Reporting any cases of product tampering observed in the field through the process and mechanism established by the Risk team.
• Facilitating reporting and actions to be taken against those perpetrating fraudulent practices in the field, such as product tampering, misinformed sales done by FSEs, etc., as per the processes laid out by the Risk function.
• Training Agents (Field Sales Executives) on dealing with repossessions and difficult customer collection issues.
• Driving operating rhythm to follow up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time.
• Recruiting cash collection centers and setting up the critical collection area.

You might be a strong candidate if you

• Have Bachelor's degree/Higher Diploma related to Finance, Community Development, Communication, Credit Risk Management or related fields.
• Have at least 1 year of work experience in a similar position with field experience and also with rural customers settlements.
• Are excited about working in the field to drive collections, resolving issues, and enhancing the customer experience.
• Have strong experience from Microfinance/ Fintech or banking background on Credit Collections debt recovery preferable.
• Are good with numbers, 
• Have good communication & people skills
• Have clear thinking/problem-solving ability.
• Are excited about working with rural customers & resolve customers issues.
• Have excellent issue-tracking and resolution skills.
• Are able to manage multiple tasks at the same time diligently and accurately.
• Work with multiple sales teams and cross-functional teams seamlessly.