Job description

Recruitment for this position is part of a very special project called the Off-Grid Talent Initiative, run by Shortlist in partnership with UKAID and the Carbon Trust. If you are hired for the position, not only will you join your new company but you will also become a part of the OGTI Clean Energy Leaders’ Community. This includes mentorship, peer network support, online training and other exclusive resources, as well as follow up over the length of your contract. Apply today, begin a career in the renewable energy industry with your new company, and become a part of the OGTI Clean Energy Leaders.

Job Title: Customer Experience Specialist

Reporting to: Call Centre Manager

Key Responsibilities:

• Obtain customer information by answering telephone calls, interviewing clients and verifying information
• Determine eligibility by comparing customer information to requirements
• Record money that comes in as payment through various channels
• Maintain communication equipment by reporting problems
• Renew customers on relevant platforms
• Respond to WhatsApp messages on the various Call Center groups
• Maintain and record late renewals
• Quality assurance calls
• Make calls to delinquent customers
• Make courtesy calls to customers
• Follow up on unclaimed moneys
• Send Call Center Manager weekly reports
• Resolve customer complaints and escalate to appropriate staff where need be
• Ensure delightful customer experience
• Stay current on product & system knowledge
• Recovering money from delinquent customers
• Achieve monthly KPI scores

Requirements:

• Maximum 2 years’ experience year working in a Call Center
• Experience using a tablet or computer
• Grade 12 certificate
• Diploma or Degree
• Fluency in English and one or more local language (Bemba, Nyanja, Tonga)

Candidate Attributes:

• Verbal communication
• Data entry skills
• Telephone etiquette
• Attention to detail
• Ability to work with a variety of stakeholders in multi-cultural environments
• Excellent customer service
• Multi-tasking