Customer Service Call Centre Agent Job at BBOXX Limited


BBOXX is generating impact by improving customers’ quality of life through provision of affordable, clean and reliable energy solutions. Today, we offer pay-as-you-go solar power. Our aim is to expand rapidly to provide other modern utility services, such as cooking, internet access and water. We are constantly searching and realising innovative solutions to provide the best value services to our customers.

At the heart of BBOXX is our pioneering management platform, called BBOXX Pulse, which continuously collects data and insights, enabling us to provide our services to previously unreachable populations. BBOXX has installed more than 150,000 solar home systems, with a strong presence in Rwanda, Kenya, the Democratic Republic of Congo and Togo. BBOXX have over 600 employees across 9 global offices Rwanda, Kenya, the Democratic Republic of Congo and Togo, with its head office in the UK and its manufacturing operations based in China.

We are recruiting to fill the position below:

Job Position: Customer Service Call Centre Agent

Job ID: req1394
Job Location: Ikeja, Lagos
Reports to: Customer Service Call Centre Supervisor

Role Brief

  • Make outgoing calls to customers across Bboxx portfolio, in accordance with our aftersales debt management processes;
  • Makes an intensive follow-up call to all outright/upfront customers, pitching sales of new products and closing 50% of sales from such calls, receives incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction;
  • Carries out other customer interactions as required.

Responsibilities
What you can expect to be doing:

  • Contact Bboxx outright/upfront/instalment customers by phone to pitch sales of new products.
  • Encourage customers about adherence to payment plan.
  • Handle incoming calls and provide solutions/advice to customers.
  • Identify and escalate priority issues.
  • Complete call log
  • Follow BBOXX sales and aftersales processes.
  • Accurate data entry and navigation of CRM
  • Monitor and respond to incoming SMS.
  • Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  • Maintain and update customer data in CRM.
  • Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
  • Receive incoming calls from customers with technical issues
  • Respond by phone to requests for help or information made through our SMS system
  • Escalate customer issues that are not easily solved by telephone
  • Make calls in accordance to all relevant sales and aftersales processes

Requirements
What we are looking for:

  • Ideal candidate should be university educated and must have previous call centre / sales experience.

Desired skills include:

  • Excellent verbal communication skills
  • Ability to understand and adapt to customer needs
  • Excellent data entry skills and attention to detail
  • Resilience when faced with stress;
  • Positive attitude and energy
  • Organization and time management
  • Customer Service orientation
  • Persuasiveness and problem-solving


Hottest Jobs