Kinondoni, Mikocheni Dar Es Salaam
The Enserve Customer Relation Representative is responsible for attending customer queries, incidents and offer satisfactory resolution to Devergy customers within Tanzania. This position involves courteously communicating with customers by telephone, sms broadcast, letter and face to face in order to understand customer complaints, and issues. The incumbent must strive to find satisfactory closure when addressing customer issues, and educating them on available Devergy products/appliances and services. A High communication skill is necessary especially when dealing with negative incidents and unsatisfied customers. This position requires the incumbent to be able to gather customer feedback in details on Devergy services, customer complaints and introduce strategies and action plans to improve long-term relation with customers and the community that we service.
The following are the core duties are considered included in the position of the incumbent:
-Proactively Analyze customer feedbacks, complaints and develop process and procedures that ensures customer satisfaction.
-Provide excellent customer services and ensure customer satisfaction.
-Achieve the monthly Customer Satisfaction Score of above 85%.
providing help and advice to customers using your organisation's products or services;
-Communicating courteously with customers by telephone, email, letter and face to face;
-Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
-Handling customer complaints or any major incidents, such as a security issue such as theft of company properties
issuing refunds or compensation to customers;
-Representing company in village meeting regarding village incidents and Devergy products and services
Skills and Qualifications required
The incumbent must demonstrate passion and enthusiasm to work with Devergy and live all company Core Values at all time
-Must have previous experience in Sales and Customer relations.
-A high school diploma or degree in business administration or sales is preferred.
-A minimum of 3 years of related experience on customer service or sales in rural areas; or the equivalent combination of formal education and experience.
-Problem-solving and analytical skills to interpret weather seasons and regional economic activity which relates to customer disposable income.
-Ability to convince customers over the phone.
-Quick learner in order to understand customer needs, behavior and culture
-High levels of integrity and discretion
-Excellent oral communication especially in public and written communication skills, empathy, good tone.
-Good working knowledge of google docs, word, excel, shall be very comfortable working remotely via email and instant messaging, and be naturally organized, trustworthy and ready to take challenges.
-Highly motivated, organized individual who is able to work effectively with minimal supervision
-Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
-Ability to travel often to rural, remote villages.
Are you up for a challenge? We are looking for a Customer Relation Representative Superhero!
Devergy is looking for new talents! We are building the next generation of energy services in rural off-grid regions and are looking for a superhero to join our team and make a real difference in the world. If you think you are a strongly motivated person, want to have real fun and actually do something that matters, if you don’t mind getting your hands dirty, living through google calendar and google docs, even when grocery shopping, then you should send us your CV and a cover letter in PDF format to careers@devergy.com, quoting “Customer Relation Representative Superhero” in the subject. Impress us, we need someone special for our team.