Fresh Jobs at Engie Africa

Job Purpose/Mission

• The Customer Experience Unit is looking for a bright, highly motivated and disciplined Service Center Representative with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. EEA Nigeria prides itself on always putting the customer first; the Service Center Representative will be at the forefront of providing world-class customer service to our customers in the preferred location.
• 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

• Always provide excellent customer service to all EEA Nigeria customers.
• Attract new and existing customers to the Service center.
• Supervise the movement & stock count of EEA Nigeria inventory to and from the Service Center.
• Provide periodic reports on customer engagement and stock count to Service Center Team Lead.

Deliverables and Activities

Customer Engagement

• Customer Liaison: Serve as a liaison between the customer and EEA
• 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 EEA customers as requested
• End-to-end Experience: Ensure all EEA 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 EEA 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 & Experience

• 2-3 years’ experience in customer service and inventory management
• Conversant with use of computers
• Critical thinking and good problem-solving skills (solutions oriented)
• Good influencing and negotiation skills.
• Flexibility with ability to work under pressure to meet deadlines.
• 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.

Qualifications:

• Degree or diploma in a relevant field from a recognized institution

Language:

• Should be fluent in English and at least 1 other local language from the region you are applying

Technology:

• Competent with computers including Microsoft Office packages and other Google products such as Forms, Sheets, Docs and Slides etc.

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Job Purpose/Mission

• ENGIE Energy Access is looking for a dynamic, highly motivated and disciplined Stock Control Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sectors of renewable energy.
• This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after sales service support (both technical and non-technical) to existing EEA customers with an emphasis on providing an exceptional customer experience.

Responsibilities

• Provide exceptional experience to ENGIE Energy Access customers at all times
• Serve as a liaison between the customer and EEA
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
• Diagnose technical issues with customer units and accessories and support the after sales service process
• Provide accurate product information to customers
• Support the Service Center Team Lead in the disbursement of inventory (including accessories) to allocated Points of Sale (POS)
• Contribute to ensuring up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high quality information is added into EEA data systems.
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Ensure all EEA customers have a great end-to-end customer experience

Knowledge and skills
Experience:

• Critical thinking skills.
• Good influencing and negotiation skills.
• Flexibility with ability to work under pressure to meet deadlines.
• 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 have a smartphone.

Qualifications:

• A Minimum of SSCE

Language(s):

• English
• Local language of location applied for is preferred

Technology:

• Competent with using Microsoft Office packages, and other Google products such as Forms, Sheets, Docs and Slides etc.

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Job Purpose/Mission

• The Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy.
• The team works cross-functionally with our commercial, customer experience, product development and operations on the ground to ensure that we provide all customers with successful responsible onboarding and offer constant support through adequate monitoring and interventions all the way through the lifetime of our customers’ loans.
• The Credit Assessment Team Lead provides an amazing opportunity for the right candidate to have a direct impact on how we are revolutionizing credit and financial inclusion for the base of the pyramid.
• S/He will work closely with the Head of Customer Finance, Customer Finance Operations Manager, Customer finance team and the commercial team around building assessment framework, credit training, credit risk analysis, and S/He is a are required to review the financial status of new and existing customers to determine their level of risk and make recommendations to the company.

Responsibilities

• Manage a team of assessment officers across different regions in Nigeria with clearly defined Key Performance Indicators.
• Work with Global and Nigerian Team to build a scalable customer assessment for all categories of our off-grid sector.
• Ensure all systems that are handed over have been audited for the correct price, customer inventory and contract are all correctly reflected on database.
• To ensure that all new customers are On-boarded within seven days after hand over and crosscheck if customer are making the First payment.
• Conduct training for credit assessment officers and other Customer finance team members.
• Ensure all assessed customers with issues are escalated to respective Regional Managers or Department and solve all updated cases in return.
• The team leader is responsible to ensure that all new customers applied via MySOLgo app or any other platform and all seeking for extra appliances are educated and assessed as visible in the Data Base and those who qualified are approved on time.
• To ensure that the team responds to all CF related customer cases coming in through CC using the ticketing system, explaining loan account issues to customers.
• Responsible for payments management which include paying out compensation payments to customers, including payments related to CRC, and other compensation. Following up on uncredited payments and transferring these to right loan accounts.
• To supervise the compliance to management of multiple loan customer loan accounts i.e., creating new payment accounts for upselling of post warrant appliances i.e., battery, panel, and solar controller.
• Responsible for the supervision of the cancelling loans account as per customer request after approval by the line of authority. Confirmation of paid off customers on daily bases and the Provision of receipts to all paid off customers.
• Contribute Ideas of continuous improvement (CIP) of the Customer finance department, especially where directly applicable to assigned tasks.
• Ensure all applied customers are assessed within SLA timelines.

Management Responsibilities

• At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team.
• Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.

We believe that great managers:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decisions which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge And Skills

• 3 years minimum work experience in Loan approvals and process optimization.
• Work experience in related areas such as energy access, last-mile product financing, microfinance or similar is a big plus.
• Strong analytical skills, attention to details and able to assess risk while protecting the interest of customers and the business.
• High level of comfort working with data, with the ability to translate analysis to insights.
• Deep empathy for the customer and commitment to inclusivity, consumer protection, & responsible financial services within the context of creating a profitable, scalable enterprise
• Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa.
• Good understanding of underwriting process, previous experience in a business dealing with loans is a plus.
• Knowledge of KYC and other risk management tools
• Experience in customer relationship management.
• Proven ability to analyze larger sets of data and strong attention to detail.
• Effective Team player
• Self-starter with a passion for MSMEs, bottom of the Pyramid customers and its mission to plug in the world.
• Flexibility with ability to work under pressure to meet deadlines.

Qualifications

• Bachelor’s degree or HND in accounting, Finance, Economics, or any related qualification

Language(s):

• English
• Proficiency in one or more languages spoken by our customers is a big plus.

Technology:

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and Experience using data analysis tools.