Job Title: Zambia Service Center Officer

Department: Customer Experience

Reporting Line: Zambia Regional Service Center Manager

Location: Lufwayama, Kitwe, Petauke, Kabwe, Mansa, Kapiri, Mazabuka and Kasempa

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 1.5 million customers and more than 8 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

Job Purpose/Mission    

ENGIE Energy Access is seeking a Service Center Officer to work closely with Customer Experience team in delivering exceptional Customer Experience. This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after-sales service support (both technical and non-technical) to existing ENGIE Energy Access customers with an emphasis on providing an exceptional customer experience. 

 Key responsibilities: 

• Provide an exceptional customer experience to Engie Energy Access (EEA) Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing 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
• 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 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
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience
• Managing administrative matters of the Service Center
• Adhoc duties as and when required by the manager or Head of Department

 Knowledge and Skills: 

• 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
• Customer Experience skills/ experience

 Qualification: 

• Tertiary qualification i.e. certificate or diploma in any business related field

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.   

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!