Service Center Officer at ENGIE Energy Access (Africa)

Title: Service Center Officer

Team: Customer Experience

Reporting: Service Center Coordinator

Location : Luanshya and Maamba

Duties: This is in non-exhaustive list, which will be subject to change from time to time

Key responsibilities

Duties: This is in non-exhaustive list, which will be subject to change from time to time

Provide exceptional experience to EEA 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 in the disbursement of inventory (including accessories) in your
Service Centre and other 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 Zambia HQ within one month of receipt at the Centre
Ensure accurate and high quality information is added into Engie data system
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