We are an international
company based in London leading the solar revolution across the developing
world.
Currently operating in 14
different countries we have already electrified 200,000 people. We are
aiming to make that number 20 million by the year 2020.
Role: Customer Service Call Centre Agent
Reports to: Customer Service Call Centre Supervisor
Location: Customer Service Call Centre (Kisumu)
Purpose: Make outgoing calls to customers across BBOXX portfolio, in accordance with our aftersales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.
Job’s Responsibilities
Purpose: Make outgoing calls to customers across BBOXX portfolio, in accordance with our aftersales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.
Job’s Responsibilities
- Contact BBOXX
customers by phone, and encourage adherence to payment plan
- Handle incoming
calls and provide solutions/advice to customers
- Monitor and
respond to incoming SMS
- Make follow up
calls to increase customer satisfaction and ensure no outstanding issues
remain
- Maintain and
update customer data in Enterprise Resource Planning(ERP)
- Identify and escalate
priority issues
- Complete call
log
- Follow BBOXX
sales and aftersales processes
Description of tasks
- Accurate data
entry and navigation of ERP
- Make outgoing
calls to customers who are behind on payment plan, and follow up calls to
those who have previously contacted with technical issues
- Receive
incoming calls from customers with technical issues
- Respond by
phone to requests for help or information made through our SMS system
- Escalate
customer issues that are not easily solved by telephone
- Make calls in
accordance to all relevant sales and aftersales processes
Person Specification
Ideal candidate should have a
degree in any communication or business related field and may have previous
call Centre / sales experience.
Desired skills include:
Desired skills include:
- Excellent
verbal communication skills
- Ability to
understand and adapt to customer needs
- Excellent data
entry skills and attention to detail
- Organization
and time management
- Customer
Service orientation
- Resilience when
faced with stress; Positive attitude and energy
- Persuasiveness
and problem solving skills
