Customer Service Executive

What you will be expected to do;

• Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
• Credit assessment of potential clients to facilitate product purchase
• Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
• Build repeat sales through strong customer relationships by focusing on customers’ wants and needs. 
• Ensure high customer satisfaction levels during customer onboarding and increase customer retention. 
• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
• Attract potential customers by answering product and service questions and suggesting information about other products and services offered
• Resolve customer queries on calls both incoming, outgoing calls / tickets.
• Handle customer complaints within a stipulated time frame while providing  appropriate solutions and alternatives for resolution.
• Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
• Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
• Proactively flagging off any surge on customer complaints trends to enable assessment of customers’ needs to achieve satisfaction.
• Build sustainable relationships and rapport with customer accounts through open and interactive communication
• Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
• Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service
• Conducting FSE onboarding, and manage all incoming queries 
• Manage inbound and outbound calls and digital queries (chat, email, social platforms), ensuring quick and effective resolutions.
• Perform any other duties that may be assigned.  

You might be a strong candidate if you have

• A Diploma/Degree in a Business Administration/ Customer Service/social sciences  and/or any business related field
• At least 1 year experience in a busy call center environment
• Basic computer skills to facilitate guided troubleshooting of own internet access and tools, online meeting channels e.g Google meets, Zoom, Ms Office applications
• Possess excellent relational and soft skills with a high level of discipline and time management 
• A clear and straight to the point communication skills with fluency in both written and spoken  French &  English (fluency in Malagasy and Betsimisaraka or any other local dialect is an added advantage)
• Can demonstrate problem solving ability and attention to detail.
• Ability to multitask and ensure that key deliverables are not compromised by the work from home environment
• Ability to work with minimal supervision 
• Able to maintain a cool head during difficult conversations
• We are looking for someone who is motivated , passionate and excited about the opportunity to bring ethical, affordable energy to homes in Africa. If this sounds like you, we would love to hear from you.
• Sun King offers a comprehensive compensation package, a positive and fun work environment, and opportunities for continued professional growth within a fast-growing global enterprise.