Customer Service Agent

Job Title: Customer Service Agent  

Department: Customer Experience 

Reporting line: Call Center Team Lead 

Location: Kampala Uganda 

Job Type: Temporary (6 months)

About ENGIE Energy Access! 

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company 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 instalments 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 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.8 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025. 

www.engie-energyaccess.com    

www.linkedin.com/company/engie-africa  

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   

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!