Job Details

Location:

ZM

Job Title: Service Center Coordinator

Location: Copperbelt & North-Western Provinces

Reporting line: Customer Experience Value Manager

Grade: HL 12

About ENGIE Energy Access (EEA)

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine

countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.6 million customers and more than 8 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com

https://www.linkedin.com/company/305510

Job Overview

This role will be responsible for supporting the operational and daily activities of the Service

Centre whilst maintaining an exceptional customer experience. It requires an individual with

a demonstrated passion for customer service delivery within ENGIE Energy Access Zambia.

Key Responsibilities

• Provide an exceptional experience to EEA Zambia customers at all times
• Serve as a liaison between the Service Center Officers and other stakeholders
• Resolve customer requests, questions and complaints while frequently analysing situations to determine the 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
• Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre and other allocated Points of Sale (POS)
• Maintain up-to-date and accurate inventory records for Stock Audits
• Provide regular reports on sales, support, inventory, and customer data handling and management.
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Service Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Managing customer Credit portfolios and ensuring catch up s are made at every engagement
• Manage administrative matters of the Service Center
• Help build/maintain a culture that recognizes and embraces EEA’s vision and values, always encourages success, and supports all employees
• Work closely with the Regional Service Center Managers to determine team needs, weaknesses, strengths, and areas of improvement.
• Support Service Center team with DB processes
• Support Regional Service Center Managers with equipment asset management, servicing, repair & maintenance logistics as required.
• Facilitate the co-ordination of weekly meetings with managing the attendance register, taking minutes and following up on agreed actions with relevant stakeholders.
• Report and escalate all major challenges to the CX Value Manager
• Proactively identify areas to continuously improve our Customer Experience

Required Skills and Experience/ Qualifications:

• Minimum of one year experience serving in a Service Center
• Proficiency in Microsoft Office, Fenix DB, Powerhub and other Google products such as Forms, Sheets, Docs and Powerpoint
• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity