Monday, January 13, 2020

Technical Customer Service Team Lead at a Solar Energy Company - Nicole Sinclair

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Nicole Sinclair - is recruiting for a solar energy company that provides solar solutions to their client needs is recruiting to fill the position below:
Job Title: Technical Customer Service Team Lead

Location: Lagos
Job Description
  • This role is to primarily responsible for monitoring and maintaining the organisation's installed equipments with customers while providing after sales support via phone or in person .
  • This individual would be responsible for diagnosing any hardware faults with these systems, ensure resolution within stipulated company standard time.
Responsibilities
Customer Service Management:

  • Ability to engage in the day-to-day activities in relating to customer complaints
  • Provide accurate information on how to get the best out of their equipment
  • while providing needed training on proper use.
  • Provide effective customer service to both current and potential customers by following established processes.
  • Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.
  • Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.
  • Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
  • Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.
  • Attends company training and contribute to the overall company growth and company initiatives.
  • Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
  • Effectively executing customer follow-up to encourage adherence to payment plans.
  • Exceptional knowledge of and adherence to all company policies and procedures.
  • Provide adequate customer education during each interaction with clients on products based on clients’ needs.
  • Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.
Operations Management:
  • Provide technical support to customers by tracking and following up on new installations as well as follow up calls.
  • Responsible for updating and tracking customer payment in the system.
  • Coordinate with Technicians and managers to compile and update installation information in the database.
Competency / Skill / Requirements
  • B.Eng, engineering background would be most necessary for the Role.
  • Minimum of 3 years working experience as a customer service team lead in a Solar company or Equipment sales or  Leasing company
  • Working knowledge of computer systems (MS Office, and Excel
  • Experience with a prior CRM function an added advantage
  • Excellent verbal communication, listening and phone skills.
  • Good motivational skills and enthusiasm.
  • Strong problem solver and able to understand and adapt to customers’ needs.
  • Strong communicator with great customer service orientation.
  • Excellence data entry skills and attention to details.
  • Strong persuasive and resilience skills (ability to work well under pressure and high stress.
  • Strong positive attitude.
  • Strong organization and time management skills.
Application Closing Date
17th January, 2020.
How to Apply
Interested and qualified candidates should:

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