Recruitment For Fresh Graduates at Fenix International, 24th October, 2018

Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.17 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. We are recruiting to fill the position below: Job Title: Customer Service Representative Location: Lagos Island, Lagos, Nigeria Department: Customer Experience Type: Full Time Job Description

Fenix is looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
A successful Customer Service Representative is a critical thinker, attentive to details and an excellent communicator.
This position requires individuals to have a strong passion for listening and providing solutions to people.

Key Responsibilities

Ensure an excellent experience to all customers, with each interaction
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Vet and open customer accounts by recording account information.
Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
Follow-up with customers who have delayed payments
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to engage customers
Work with customer service manager to ensure proper customer service is being delivered
Close out or open call records
Read from scripts
Resolve customer complaints via phone, email, mail or social media
Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements

Required Skills & Experience

An OND/HND/Bachelors degree from a recognized institution
Excellent Written and Verbal Communication Skills
Microsoft Excel skills
Ability to interact with peers and mid level leaders internally
Fresh graduate

Highly Desired Skills:

Ability to work both in teams and independently
Passionate about solving problems for customers in rural communities
Proficiency in English Language and 1 or more other Nigerian Languages
Critical thinking skills (ability to think outside the box)
Good problem solving skills (solutions oriented)
Flexibility with ability to work under pressure to meet deadlines
Willingness and desire to learn new ideas

Interested and qualified candidates should:Click here to apply Job Title: IT Systems Engineer Location: Lagos Island, Lagos, Nigeria Department: Information Technology Type: Full Time Job Description

Fenix is looking for an experienced, highly motivated and disciplined technical support staff to join our team for our Network infrastructure and call center communications platform.
Key responsibilities will include improving the reliability, performance and availability of the existing systems (Network and call center) in a scalable and flexible manner, integrate and facilitate optimal network solutions using best practices and build effective solutions for our call centre demands.
The IT systems engineer will initially report directly to the Head of Customer Experience.

Key Responsibilities

Ensure the installation and maintenance of internal network infrastructure
Improve reliability and performance of existing network and call center systems in a scalable and flexible manner
Integrate and facilitate optimal network solutions using best practices
Build effective solutions for our call centre demands
Initiate and manage relationships with external stakeholders/vendors
Purchase of computer systems and other IT related equipment for staff onboarding
Maintenance of stock of computers and other IT related equipment belonging to Fenix
Adhoc and support assignments to ensure optimal up-time for internal stakeholders

Required Skills & Experience

Linux system administration experience
Strong system, network debugging and troubleshooting skills.
Experience working with VoIP, SIP, TDM, and related technologies
Experience with Asterisk, Kamailio etc
Custom Asterisk application development experience.
Ability to transpose service or feature descriptions into technical requirements
Experience setting up an internal network in an organisation of more than 50 people
Experience designing and developing call centre solutions
Experience customising existing call centre solutions
Ability to rapidly build and test new services and features.
Excellent written and verbal communication skills in English

Highly Desired Skills:

Working knowledge of IP networking and configuration
Good people skills

Interested and qualified candidates should:Click here to apply Job Title: Service Center Associate Location: Lagos Island, Lagos Department: Customer Experience Type: Full Time Min. Experience: Mid Level Job Description

Fenix is looking for a bright, highly motivated and disciplined Service Center Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
Fenix prides itself on always putting the customer first; the Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria.
As the main point of contact at the Service Center, the role will be to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond call of duty when required.

Key Responsibilities

Provide excellent customer service to all Fenix Nigeria customers at all times
Serve as a liaison between the customer and Fenix
Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
Diagnose technical issues with the customer units and support in the swapping process
Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
Supervise and monitor the collection and disbursement of sales unit inventory across PoS territory
Supervise and monitor the collection and disbursement of service unit inventory (including accessories) in the Service Center
Assist with product development through conducting field tests and surveys when required
Help collect data on Customer feedback and satisfaction
Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
Always enter accurate and honest information into the Fenix data systems. Ensure data entry is high quality so that data can be used to better serve our customers
Escalate issues or questions to manager if you cannot resolve them
Make courtesy calls to Fenix customers as requested
Ensure all Fenix customers have a great end-to-end customer experience

Required Skills & Experience

Degree or diploma in a relevant field from a recognized institution
Should be fluent in English and at least 1 other local language from the region you are applying
Conversant with use of computers
Should demonstrate both verbal and written communication skills
Proximity to Lagos Island is key.

Highly Desired Skills: