Call Center Coordinator Tempo Inteiro

Company: Fenix International, a Company of ENGIE

Location: Maputo, Mozambique

Reporting to: Call Center Team Leader

We are building a diverse and inclusive team and  this opportunity is open to any qualified internal and external applicants. Women, candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.

About Fenix

Fenix International is a next-generation energy company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Ready Pay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.15 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers. To date, Fenix has sold over 220,000 Ready Pay Power systems in Nigeria and Nigeria, bringing clean, reliable power for lights, phones, radios, TV and much more to over one million people. In 2017, Fenix announced that it was joining forces with ENGIE, one of the world’s largest energy companies and a leader in the move to renewable, decentralized and digital energy. ENGIE will make significant commercial investments in Fenix to accelerate the path to our mission. Fenix will operate as a distinct and autonomous company within the ENGIE group in order to retain our unrelenting focus on innovation, smart iterative design, strong team culture and exceptional customer experience. Together, Fenix and ENGIE plan to bring life-changing energy and financial services to tens of millions of off-grid customers and to make universal access to modern energy a reality across Africa.

Overview

The Customer Service Coordinator  is responsible for providing quality and efficient customer service to customers through providing  daily support to the Customer Service Representative team by guiding, motivating, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the broader Customer Experience  team and Managers with testing and implementing new activities, providing feedback for continuous improvement, as well as training and team motivation.

Key Responsibilities

Provide  one-on-one Coaching, training, guidance, direction, and mentorship to customer Service representative so that they continuously provide exceptional customer Experience.
Assist by answering phone calls, emails  when additional capacity is needed
Monitor and maintain service levels to ensure team achieves gold standards through;Monitoring  schedule adherence.
Ensuring efficiency
Looking  for opportunities to improve service levels.
Monitor Queues and track shift attendance to ensure that the customers are served at Gold standard service levels.
Assist in resolving difficult customer disputes.
Take responsibility for the management of  individual performance
Ensure the  shift workload is evenly distributed and that all customer requests are addressed by the end of the shift.
Identify systems and workflow improvements to enhance the team’s efficiency
Support the Manager and Team Leader by reporting on daily progress on the performance of the team and feedback as to floor activities.
Work on special projects.
Open / Close the Call center
Ensure vertical and horizontal flow of information between CSRs, Team Leads and management.
Investigate and resolve problems, complaints or discrepancies in the call center.
Motivate the team to create a positive, healthy fun work place environment with high standards of performance.
Assume all responsibilities of the team leader under  circumstances when the Team leader is not on ground or as delegated.
Qualifications

Minimum of one year managing teams (especially in a call center);
Minimum level of high school or equivalent;
Flexibility with ability to work in shifts;
The applicant must speak at least one of the following languages fluently: Changana, Macua, Chuabo or Chope;
Basic knowledge in English;
Exceptional computer skills (MS Office suite and Internet browsing)
Good communication and leadership skills.
Personal Characteristics:

Ability to work as a team or independently;
Critical thinking skills;
Good problem solving skills (solution oriented)
Good ability to influence and negotiate;
Flexibility with ability to work under pressure to meet deadlines.
How to apply

Please send your CV with a letter of motivation and return to our website using the link below. In your motivation letter please state the following:

Where do you come from and where did you grow up and what mother tongues do you speak?
What is your professional experience and how did she prepare you for this position?
What makes you the ideal candidate for this position?
What other skills do you have that will make you the right person for this job?
Are you available to work in shifts?