Job Purpose/Mission 

The Customer Experience Department leads Support excellent (country-specific) customer experience through a smart customer journey and insightful, responsive analysis.

The Customer Care Executive will help Engie Energy Access Kenya to develop strong relationships with our customers by trouble shooting of technical issues, answering customer’s questions, resolve problems, escalate and follow up issues with transversal teams, onboard new customers, conduct NPS/CSI Surveys; in summary develop relationships with customers by answering questions and concerns with speed and professionalism. The role holder will be committed to providing timely and effective solutions to customer queries by providing first level support aimed at achieving excellent customer experience with all our products.

Responsibilities: -


Ensure 90% of inbound calls offered are serviced efficiently and on time.
Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%
Ensure customer satisfaction through call quality and solving of cases as pe assigned targets.
Conduct Onboarding calls for one-week Old customers – at least 90% of these customers should be contacted.
Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.
Creating customer Care Cases for all the Inbound Calls served.
Support sales drive through the call center via outbound and CRC campaign where applicable.
Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%
Conduct NPS/CSI and other surveys as directed.
Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
Seeking opportunities to learn and develop within Engie Energy Access Kenya and through training.
Support sales drive through the call center via outbound and CRC campaign by contributing 10%


Knowledge and skills 

Experience:


Basic knowledge on Excel spread sheets and data entry skills
Minimum experience of one year in customer service in a call center environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
Experience assisting customers/clients with escalated issues
Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
Excellent communications skills both written and verbal
Detail oriented and well-organized
Ability to multi-task, prioritize and manage time effectively
High level of self-motivation
Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
Open to work in a flexible and creative work environment with fast-evolving operations
Positive attitude is a must for this role


Qualifications:


Bachelor’s Degree or higher diploma business related preferably


Language(s): 


English
Kiswahili
Knowledge of another native language will be an added advantage.


Technology:


Ability to use basic Microsoft tools (Word & Excel)
Experience in using CX software like 3cx is a plus