Call Centre Agent (10)

African Clean Energy (ACE) is hiring a Call Centre Agent (10)

Directly Reports to:  Consumer Finance Team Lead

Key Duties and Responsibilities:

• Conduct day to day customer calls through contacting/texting assigned customers that have upcoming payments in two days using   CRM  system
• Contact assigned new customers to welcome them to African Clean Energy.
• Contact assigned customers at the point of entering arrears to arrange payment or identify issues that are preventing the customer from paying
• Daily review and report the operations of the customer calls with CFM.
• Resolve assigned customer support cases that are preventing ACE from receiving payment from customers.
• Resolve incorrect contact details and update with the correct information
• Conduct customer training for stove usage
• Conduct customer training for payment model
• Complete customer satisfaction calls and document the outcomes of the satisfaction and survey calls.
• Review the outcomes of the satisfaction and survey calls and report to CFM
• Any other tasks assigned deemed necessary by management.

Qualifications, Skills and Experience:

• At least a Diploma or equivalent qualification in Customer relations, Sales, Marketing, or any business related field.
• Proven experience in Telemarketing or similar role preferably in renewable energy.
• Recommendation and Residence letter from LC 1 Office.
• Excellent communication, interpersonal, and negotiation
• Proven ability to achieve targets and deliver results consistently
• Self-motivated, proactive, and able to work independently
• Results-driven with the ability to focus on achieving set objectives and goals.
• Must be a native of the location applied for.
• Ability to speak and communicate in the local language he/she is applying for.
• Willingness to travel frequently and work flexible hours

Personal Attributes:

• Passionate about making a positive impact in communities.
• High level of integrity and professionalism.
• Self-motivated with a strong sense of initiative.
• Ability to work under pressure and meet tight deadlines.
• Culturally sensitive and able to work effectively in diverse environments.

NB: African Clean Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.