Service Center Officer

Location:  

ZM

Title: Service Center Officer
Team: Customer Experience
Reporting: Regional Service Center Manager

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

Required Skills and Experience/ Qualifications :
• 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

Highly Desired Skills:
• Tertiary qualification i.e. certificate or diploma in any business related field
• Customer Experience skills/ experience