ENGIE Energy Access (Africa)
: Nairobi, Nairobi County, Kenya
Date : 2023-04-12
Job Title: Customer Insight Officer (Outbound)
Location: Nairobi, Kenya
Application Deadline: Rolling
Position: Full Time
Team: Customer Experience
Reporting To: Customer Care Team Lead
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and 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 installments 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 9 countries across Africa (Benin, Cote d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
www.engie-energyaccess.com
Responsibilities
Experience:
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!
Location: Nairobi, Kenya
Application Deadline: Rolling
Position: Full Time
Team: Customer Experience
Reporting To: Customer Care Team Lead
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and 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 installments 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 9 countries across Africa (Benin, Cote d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
www.engie-energyaccess.com
Responsibilities
- Conduct Welcome calls for 3-day old customers – at least 90% of these customers should be contacted.
- C-Sat for the welcome calls at 80%.
- Conduct NPS Survey (70%) and generate at least 10% leads from the promotors, sort out detractor queries.
- Share daily, weekly, monthly reports to the CCTL with insights, trends, and recommendations.
- Outbound calls for customer education as directed.
- Analyze CX trends and provide best solutions to drive customer happiness.
- Escalate welcome call cases to respective teams and follow up to ensure closure hence drive CSAT levels for new customers.
- Quarterly Sales Agent Survey
- Quality Assurance – Achieve 95% of Customer Satisfaction as per the standards defined in the scoring sheet.
- Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise.
- 100% Adherence to shift schedule.
- Support sales drive through the call center via outbound and CRC campaign (where applicable)
- Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
- Seeking opportunities to learn and develop within MySol and through training.
- Conduct any other survey as directed
Experience:
- Basic knowledge on Excel spread sheets and data entry skills
- Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
- Experience in conducting outbound calls and proper recording of data and feed back
- Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
- Excellent communications skills both written and verbal
- Detail oriented and well-organized
- Ability to multi-task, prioritize and manage time effectively
- Extremely High level of self-motivation
- Self-Drive and Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
- Open to work in a flexible and creative work environment with fast-evolving operations
- Positive attitude is a must for this role
- Bachelor's Degree or higher diploma business related preferably
- English + ability to speak at least one local language
- Ability to use basic Microsoft tools(Word & Excel).
- Experience in using CX software like 3cx is a plus.
- Basic analyzing skills and power point presentations skills would be an added advantage.
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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