Ongoing Recruitment for Customer Service Representative Intern

Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.17 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

We are recruiting to fill the position below:

Job Position: Customer Service Representative Intern (Yoruba or Hausa Speaker)

Job Location: Lagos
Duration: 3 months internship
Team: Customer Experience

Job Description

• Fenix is looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. A successful Customer Service Representative must be fluent in either Yoruba or Hausa, critical thinker, attentive to details and an excellent communicator.
• This position requires individuals to have a strong passion for listening and providing solutions to people.

Responsibilities, Deliverables and Activities

Key Responsibilities:

• Cross-sell Fenix products to customers where possible
• Ensure an excellent experience to all customers with each interaction
• Give customers information about products and services

Deliverables and Activities:

• Follow-up with customers who have delayed payments
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Build sustainable relationships of trust through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Vet and open customer accounts by recording account information.
• Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
• Go the extra mile to engage customers
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Read from scripts
• Resolve customer complaints via phone, email, mail or social media
• Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements

Required Skills & Experience

• An OND/HND/Bachelor's degree from a recognized institution
• Fresh Graduate
• Excellent Written and Verbal Communication Skills
• Microsoft Excel skills
• Ability to interact with peers and mid level leaders internally

Highly Desired Skills:

• Ability to work both in teams and independently
• Passionate about solving problems for customers in rural communities
• Proficiency in English Language and 1 or more other Nigerian Languages
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas

Remuneration
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment.

Important Information / Notice

In your cover letter, please be sure to highlight the following:

• Why you are interested in Fenix International, and
• What excites you about this particular role.
• We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.