Service Center Representative

We are recruiting to fill the position below:

Job Title: Service Center Representative

Location: Edo

Job Description

• As the main point of contact at the Service Center, the role will be to deal with and helpresolve any customer complaints while giving the best possible customer experience as well as goingbeyond call of duty when required.
• Associate with a passion for entrepreneurship, renewable energy, and financial inclusionto join our team. IEA Nigeria prides itself on always putting the customer first; the Service CenterAssociate will be at the forefront of providing world-class customer service to our SmartLife customeracross Nigeria.
• The Customer Experience Unit is looking for a bright, highly motivated and disciplined Service Center

Key Responsibilities

• Attract new and existing customers to the Service center.
• Provide periodic reports on customer engagement and stock count to Service Center Team Lead..
• Supervise the movement & stock count of IEA Nigeria inventory to and from the Service Center.
• Always Always provide excellent customer service to all IEA Nigeria customers.

Deliverables and Activities
Customer Engagement:

• Courtesy Calls: Make courtesy calls to IEA customers as requested
• Customer Liaison: Serve as a liaison between the customer and IEA
• Information Accuracy: Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
• End-to-end Experience: Ensure all IEA customers have a great end-to-end customer experience
• Escalation to Manager: Escalate issues or questions to manager if you cannot resolve them

Problem Solving:

• Diagnose Technical Issues: Diagnose technical issues with the customer units and support in the swapping process
• Inveesolve Customer Queries: Resolve customer requests, questions and complaints while frequent ly analyzing situations to determine best use of resources
• Escalation to Manager: Escalate issues or questions to manager if you cannot resolve them

Data Management:

• Customer Feedback Data: Help collect data on Customer feedback and satisfaction
• Inventory Reporting: Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
• Data Entry: Always enter accurate and honest information into the IEA data systems. Ensure data entry is high quality so that data can be used to better serve our customers

Inventory Management:

• Unit Inventory: Supervise and monitor the collection and disbursement of sales and service unit inventory (including accessories) in the Service Center

Product Development:

• Assist with product development through conducting field tests and surveys when required

Knowledge & Skills:

• Ability to organize, multi-task and prioritize tasks
• Competent with computers including Microsoft Office packages and other Google products such as Forms, Sheets, Docs and Slides etc.
• Demonstrate a high level of professionalism and integrity.
• Good influencing and negotiation skills.
• Critical thinking and good problem-solving skills (solutions oriented)
• Ability to make recommendations to effectively resolve problems or issues
• Flexibility with ability to work under pressure to meet deadlines.
• Working knowledge of IP networking and configuration
• Ability to establish and maintain effective working relationships with internal and external customers.
• Excellent verbal and written communication skills.
• Team player who can work independently.
• Good people skills

Experience and Qualifications

• 1-2 years’ experience in customer service and inventory management.
• Degree or diploma in a relevant field from a recognized institution

Language(s):?

• English.