Job Vacancy: Customer Care Officer
Opening date: 21 February 2023
Closing date: 07 March 2023
Sourcing : Internal / External
About ENGIE Energy Access (EEA)
ENGIE is the largest independent electricity producer in the world, and one of the major players in natural gas and energy services. The Group has more than 50 years of experience on the African continent and has the unique ability to implement integrated solutions all along the energy value chain, from centralized electricity production to off-grid solutions (Solar Home Systems, mini-grids) and energy services. ENGIE Africa counts nearly 4,000 employees, has 3.15 GW of power generation capacity – in operation or construction, and is a leader in the decentralized off-grid energy market (Access to Energy) providing clean energy electricity to more than 4 million people through domestic solar installations and local mini grids.
ENGIE Africa created a new business line ENGIE Energy Access (EEA) which encompasses the activities of Fenix, Mobisol (2 companies providing Solar Home Systems solutions) and ENGIE PowerCorner (active in mini-grids construction and operations). With these three entities, ENGIE Africa underlined that it is bringing decentralised electricity to more than four million people in nine countries. This initiative also illustrates ENGIE Africa’s strong belief in the huge potential of these activities and has built a leading and unique position in the EEA African market and is willingness to input all the necessary resources to make these activities business scalable and grow and deliver on its promises both in terms of revenues and social impact.
The mission of EEA is to deliver affordable, reliable, and sustainable energy solutions and life changing services with exceptional customer experience. We do this in order to improve the quality of life of our customers and support economic prosperity through access to clean energy.
www.linkedin.com/company/engie-africa
Engie Energy Access Rwanda l is seeking to a self-motivated, highly accountable, result-oriented person, strong interpersonal skills, and proactive, flexible, creative, of “Customer care Officer ‘’
Job Purpose/Mission
Engie Energy Access prides itself on always putting the customer first; the Customer care Officer is at the forefront of providing world class customer service to our EEA customers across Rwanda. As the main point of contact, the role is to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond their call of duty when required.
Key Responsibilities
Creating a Positive Customer Experience
- Receiving customers and treat them with respect and dignity
- Receive incoming calls from EEA customers
- Be empathetic and compassionate while dealing and managing customers complaints
- Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with Engie Energy Access.
- Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
- Make courtesy calls to EEA customers as may be required.
- Endeavor to give all Engie Energy Access customers great end to end customer experience.
- Relationship management to increase client retention
- Always enter accurate and honest information into the EEA data systems.
- Capture data of high quality that can be used to better serve our customers.
Product Knowledge
- Learn all product details, specifications, prices, and capabilities to be equipped with all product information.
- Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities.
- Demonstrate the ability to diagnose and resolve technical issues with MySol products and other Accessories.
- Should be able to demonstrate an in-depth understanding of the customer finance agreement
- Take initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.
Administrative and Team Building
- Escalate unresolved issues or questions to your immediate supervisor.
- Support in building EEA conducive environment for both internal and external customers
- Provide ideas, feedback, and contributions to EEA Strategy on how to improve the customer experience.
- Any other duties as may be assigned from time to time
Assist in Sales / Cross Selling
- Through creating good rapport with existing customers, he/she should be able to identify new sales leads and communicate to the sales team.
- Cross selling to existing customers
Knowledge and skills
- Conversant with use of computers
- Very good interpersonal skills
- Should demonstrate both verbal and written communication skills.
- Ability to work in teams or independently.
- Critical thinking skills (ability to think outside the box)
- Good problem-solving skills (solutions oriented)
- Good influencing and negotiation skills
- Flexibility with ability to work under pressure to meet deadlines.
- Willingness and desire to learn new ideas
Qualifications:
- Degree or diploma in a relevant field from a recognized institution
Language(s):
Must speak Kinyarwanda and any of the following languages ( Add the languages)
- English
- French
Technology:
- Excellent computer skills
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
Language(s):
- English – outstanding written, verbal, and interpersonal communications
- Local Rwandan languages are a plus.
How to Apply: Interested candidates should send their application file (CV, and cover letter) via the following e-mail “dl-afr-hrrw.afr@engie.com” not later than 07th March 2023
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
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