JOB
OPENING MESHPOWER
OPENING MESHPOWER
POST
TITLE: Customer Service Officer
TITLE: Customer Service Officer
DEPARTMENT:
Customer Services
Customer Services
LOCATION:
Gasabo – Kigali
Gasabo – Kigali
MeshPower
is an exciting start-up from the UK, dedicated to bringing electricity services
to rural communities living off-grid. We use smart, internet-connected solar
micro-grids to supply services ranging from lighting and phon
is an exciting start-up from the UK, dedicated to bringing electricity services
to rural communities living off-grid. We use smart, internet-connected solar
micro-grids to supply services ranging from lighting and phon
e charging to TVs
and more. We are scaling up our presence in Rwanda and need driven individuals
to join and shape our Rwandan customer service team.
The
post holder will be responsible for dealing with all customer inquiries in
relation to our services. He/she will interact with customers to provide and
process information to concerns, focusing primarily on issue solving. In
addition to the above, he/she will deliver a service to meet the individual
needs of all customers and wherever possible solve issues at first point of
contact.
post holder will be responsible for dealing with all customer inquiries in
relation to our services. He/she will interact with customers to provide and
process information to concerns, focusing primarily on issue solving. In
addition to the above, he/she will deliver a service to meet the individual
needs of all customers and wherever possible solve issues at first point of
contact.
Responsibilities
·
Deal
directly with field-based staff or customers either by telephone,
electronically or during site visits
Deal
directly with field-based staff or customers either by telephone,
electronically or during site visits
·
Respond
promptly to customer inquiries and resolve their queries
Respond
promptly to customer inquiries and resolve their queries
·
Troubleshoot
technical problems
Troubleshoot
technical problems
·
Have
full knowledge and ability to access all services, including translation
services to help meet the individual needs of our customers
Have
full knowledge and ability to access all services, including translation
services to help meet the individual needs of our customers
·
Obtain
and evaluate all relevant information to handle product and service inquiries
Obtain
and evaluate all relevant information to handle product and service inquiries
·
Set
up new customer installations
Set
up new customer installations
·
Provide
pricing and operation information
Provide
pricing and operation information
·
Keep
record and generate Local Agents and Sales Agents remunerations
Keep
record and generate Local Agents and Sales Agents remunerations
·
Direct
requests and unresolved issues to the designated resource
Direct
requests and unresolved issues to the designated resource
·
Establish,
develop and maintain effective working relationships with all work colleagues
to ensure a ‘one team approach’
Establish,
develop and maintain effective working relationships with all work colleagues
to ensure a ‘one team approach’
·
Record
details of inquiries, comments, and complaints
Record
details of inquiries, comments, and complaints
·
Maintain
the database of field-based staff
Maintain
the database of field-based staff
·
Keep
up to date and precise logs of site and system issues
Keep
up to date and precise logs of site and system issues
Minimum
required skills
required skills
·
Highly
proficient in both oral, numeric and written English
Highly
proficient in both oral, numeric and written English
·
University
graduate with a technical background
University
graduate with a technical background
·
Excellent
communication and problem-solving skills
Excellent
communication and problem-solving skills
·
Knowledge
of customer service principles and practices
Knowledge
of customer service principles and practices
·
Knowledge
of relevant computer applications
Knowledge
of relevant computer applications
·
Ability
to work under pressure
Ability
to work under pressure
·
Commitment
to working as part of a team
Commitment
to working as part of a team
·
Experience
of working within a telephone-based service environment
Experience
of working within a telephone-based service environment
·
Product
knowledge
Product
knowledge
·
Demonstrate
a strong commitment to solution identification
Demonstrate
a strong commitment to solution identification
·
High
competency with word processing and spreadsheet programs (familiarity with
Google’s suite of online office products is a plus).
High
competency with word processing and spreadsheet programs (familiarity with
Google’s suite of online office products is a plus).
·
Organised
and conscientious.
Organised
and conscientious.
·
Experience
with using the internet ( knowledge of the Linux operating system is a plus)
Experience
with using the internet ( knowledge of the Linux operating system is a plus)
Remuneration
The
salary will be competitive and commensurate with the applicant’s level of
experience.
salary will be competitive and commensurate with the applicant’s level of
experience.
Application
Process
Process
1.
To
apply for this position, please fill out his applicant screening form https://goo.gl/forms/Zjqfc5GtJ8sQoOVr1
21st
October 2017.
To
apply for this position, please fill out his applicant screening form https://goo.gl/forms/Zjqfc5GtJ8sQoOVr1
21st
October 2017.
2.
We
will contact you via email after you have filled out the applicant screening
form.
We
will contact you via email after you have filled out the applicant screening
form.
