Job description

About Us

Easy Solar is a leading solar company in West Africa, distributing and financing high-quality solar products and appliances for those with limited or no access to the conventional grid. Customers can finance their purchase over time by paying in weekly or monthly installments, with the option to pay via cash or mobile money. To date, Easy Solar has reached more than 400,000 beneficiaries, distributed through its extensive network of agents and outlets throughout Sierra Leone and Liberia.

About the Customer Care Representative Role

Easy Solar is looking for a Customer Care Representative. At Easy Solar we aspire to meet all our customers needs in an outstanding way, and give them the absolute best customer experience they have ever received. The Customer Care Representative is based in the customer service call center in Freetown and is primarily responsible for ensuring that Easy Solar customer care policies are efficiently and effectively met.

Responsibilities

Customer Acquisition

• Support agents and/or sales staff in customer registration activities
• Support agents and/or sales staff with cold calls and/or follow up calls to prospective customers
• Support marketing team with strategies and ideas for promotion of products from feedback received from customers and potential customers

Customer Care

• Understand customer life-cycle and handle specific customer inquiries
• Respond to daily questions/complaints about technical issues, mobile money payments, etc.
• Help customers stay on track with payments by following up with late accounts and properly contacting customers before payment is due
• Conduct follow up activities on late accounts
• Routinely conduct follow up calls with existing customers, collect and record customer satisfaction feedbacks and up-sell existing customers and/or introduce existing customers to new product lines

Reporting & Quality Control

• Use customer care system to keep detailed records of all calls (incoming and outgoing) – correctly updating tickets for every customer/agent interaction
• Provide feedback and report to Senior Representative about recurring customer or agent issues and questions, and share creative ways to overcome these challenges

Desired Skills and Experience

• Minimum of a High School Diploma required; BA/BS desired
• Minimum of 3 years of experience in a customer-facing role (i.e. customer care, call center or sales/marketing)
• Fluency in English, Liberian colloquial and at least one local dialect is required
• Demonstrated desire to make customers lives better

Additional Skills

• Trustworthy and maintain a high standard of performance in all duties and outputs delivered
• Computer literacy (including proficiency in Microsoft Office)
• Articulate & empathetic telephone manner
• Excellent interpersonal communication and impeccable organizational skills
• Ability to multi-task, work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• Time flexible and able to work in a shift clock system including Public holidays and Weekends
• Willing to work in a flexible and creative work environment with fast evolving operations
• Women are encouraged to apply

What We Offer

• A very attractive, performance-based, remuneration with benefits
• Plenty of opportunities to grow within the company and take management positions
• The opportunity to take part in Sierra Leone's most exciting entrepreneurial companies that has a strong commitment to outstanding customer service, user-friendly, high-quality life-changing devices and environmental sustainability
• Frequent coaching and training
• The opportunity to work closely with a young, international, tech-driven team of renewable energy enthusiast