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 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.
No comments:
Post a Comment