Customer Service Representative Intern
Fenix International
Maputo, Mozambique
há 4 dias

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services.

Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.

14 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers.

To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy.

This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products.

Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Overview

The Customer Service Representative is responsible for providing quality and efficient assistance to our customers.

Responsibilities, Deliverables and Activities

  • Handle outbound and inbound calls from Fenix customers
  • Assist customers when they have any difficulty or query
  • Be a brand ambassador
  • Receive customers and treat them with respect and dignity
  • Be empathetic and compassionate while dealing with and managing customer complaints
  • Educate and emphasize to customers the importance of the financing agreement they are committed to
  • Exercise patience with customers and follow up on all customer issues until fully resolved
  • Make courtesy calls to Fenix customers as required
  • Endeavor to give all Fenix customers a great end to end customer experience
  • Manage relationships to increase client retention
  • Always enter accurate and honest information into the Fenix data systems
  • Capture high-quality data that can be used to better serve our customers
  • Escalate unresolved issues or questions to your immediate supervisor
  • Escalate unresolved issues and question to your immediate supervisor
  • Support in building a conducive environment for both internal and external customers
  • Help in SMS translations when need arise
  • Create a good rapport with existing customers, identify new sales leads and communicate to the sales team
  • Cross-sell to existing customers
  • Required Skills & Experience

  • Minimum High school level or equivalent;
  • Flexibility with the ability to work in shifts;
  • Good local language skills. Candidates must be able to fluently speak at least two of the following languages : Bitonga, Chope, Shitswa, Macua;
  • Speaking more than one language is an advantage
  • Basic knowledge in English;
  • Exceptional Computer skills (MS Office package and internet browsing).
  • Excitement about Fenix’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa
  • Ability and drive to work independently
  • Thrives on teamwork
  • Endless curiosity
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