JOB DETAILS:

Job Purpose/Mission 

Engie Energy Access prides itself on always putting the customer first; the Customer Service Agents are at the forefront of providing world class customer service to our EEA customers across Uganda. The role will run temporary for a period of 3 months, it will deal with customer repayment and help resolve customer complaints while giving the best possible customer experience and going beyond their call of duty when required.

Responsibilities 

Creating a Positive Customer Experience

• Make outgoing calls to EEA customers to attain given work targets
• Be empathetic and compassionate while dealing and managing customers complaints
• Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with EEA.
• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
• Endeavor to give all EEA customers great end to end customer experience
• Relationship management to increase client retention
• Always enter accurate and honest information into the EEA data systems.
• Capture data of high quality that can be used to better serve our customers.

Product Knowledge  

• Learn all product details, specifications, prices, and capabilities to be equipped with all product information.
• Always provide accurate product information to customers
• Should be able to demonstrate an in-depth understanding of the customer finance agreement
• Take the initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.

Administrative and Team Building 

• Escalate unresolved issues or questions to your immediate supervisor.
• Support in building EEA conducive environment for both internal and external customers
• Provide ideas, feedback, and contributions to EEA Strategy on how to improve the customer experience

Any other duties as may be assigned from time to time

Knowledge and Skills 

Experience  

• Conversant with use of computers
• Excellent interpersonal skills
• Should demonstrate both verbal and written communication (English)
• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem-solving skills (solutions oriented)
• Good influencing and negotiation skills
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas

Qualifications:  

• Degree or diploma in a relevant field from a recognized institution

Language(s): 

Must speak any of the following language combinations

• Luganda +Ateso +Kakwa+ Kumam
• Luganda+ Runyankore+ Rukiga+ Kinyarwanda
• Luganda + Runyoro+ Rutoro + Rukonjo
• Acholi + Langi + Alur (Luo)
• Lugbara + Madi
• Luganda + Lusoga+ Lugwere+ Samia
• Luganda + Lumasaba
• Kupsabiny +Lumasaba

Technology:  

• Strong IT skills, especially Microsoft Office Packages (Forms, Excel, PowerPoint) and Fenix DB and Power hub