Customer Care Intern

April 25, 2024

Job Overview

  • Date Posted
    April 25, 2024
  • Location
  • Expiration date
  • Experience
  • Gender
  • Qualification
    Bachelor Degree
  • Career Level

Job Description

ENGIE Energy Access is hiring for the role of Customer Care Officer to join their team in Kenya. ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions providers in Africa, with a mission to deliver affordable, reliable, and sustainable energy solutions and life-changing services with exceptional customer experience.

About ENGIE Energy Access:

  • – Operations in 9 countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia)
  • – Nearly 1.5 million customers and over 7 million lives impacted so far
  • – Aims to remain the leading clean energy company, serving millions of customers across Africa by 2025

Key Responsibilities:

  • – Ensure 90% of inbound calls are serviced efficiently and on time
  • – Maintain Service Level Agreement: Measure calls answered within 30 seconds vs calls offered (80%)
  • – Ensure customer satisfaction through call quality and solving cases as per assigned targets
  • – Conduct onboarding calls for one-week-old customers (at least 90%)
  • – Escalate daily operational issues to respective teams
  • – Create customer care cases for all inbound calls served
  • – Support sales drive through outbound calls and campaigns (contribute 10%)
  • – Escalate post-warranty queries and provide full disclosure to customers
  • – Conduct NPS/CSI and other surveys as directed
  • – Complete assigned tasks in line with policies, guidelines, processes, and procedures
  • – Seek opportunities to learn and develop within ENGIE Energy Access Kenya

Required Knowledge and Skills:

  • – Bachelor’s Degree or higher diploma (preferably business-related)
  • – Basic knowledge of Excel spreadsheets and data entry skills
  • – Minimum 1 year of experience in customer service in a call center or high call volume environment
  • – Strong phone contact handling skills and active listening
  • – Experience assisting customers/clients with escalated issues
  • – Proven critical thinking, fact-finding/analysis, and sound decision-making skills
  • – Excellent communication skills (written and verbal)
  • – Detail-oriented and well-organized
  • – Ability to multi-task, prioritize, and manage time effectively
  • – High level of self-motivation
  • – Ability to balance multiple tasks while working under tight deadlines
  • – Open to working in a flexible and creative work environment with fast-evolving operations
  • – Positive attitude

Additional Requirements:

  • – Language proficiency: English + ability to speak at least one local language
  • – Ability to use basic Microsoft tools (Word & Excel)
  • – Experience in using CX software like 3cx is a plus

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. Qualified candidates are encouraged to apply.