ABOUT US
Easy Solar is the leading solar company in Sierra Leone, distributing and financing high-quality solar products and appliances for those with limited or no access to the conventional grid. Customers can finance their purchases over time by paying in weekly or monthly installments, with the option to pay via cash or mobile money. To date, Easy Solar has reached more than 1,000,000 beneficiaries, distributed through its extensive network of agents and outlets throughout all of Sierra Leone’s 16 districts.
OVERVIEW OF THE ROLE
The Customer Experience Officer - Corporate will focus on driving sales through civil servants working for the government and individuals in the private sector interested in Easy Solar’s products and services. This role involves vetting, managing, and maintaining corporate clients and accounts through appropriate approaches and relationship management techniques. The officer will be responsible for building strong contacts and relationships with corporate customers and following up on any difficulties that
RESPONSIBILITIES
Prospect Processing:
- Process prospects efficiently and accurately, ensuring all necessary documentation is complete and KYC guidelines met.
- Verify applicant information and financial data to determine the payment capacity and hence eligibility.
- Collaborate with sales partners and other teams to ensure high-quality customer onboarding.
Customer Relationship Management:
- Cultivate positive relationships with customers, providing excellent service and addressing inquiries and concerns promptly and with empathy.
- Educate customers about credit policies, terms, and conditions, ensuring transparency in all interactions.
- Act as a point of contact for customers, addressing their queries and providing assistance throughout the credit lifecycle.
- Provide feedback and suggestions to enhance customer experience and streamline internal processes.
- Stimulate good payers to buy system upgrades and bring in referral sales
Compliance and Reporting:
- Ensure compliance with legal and regulatory requirements related to corporate lending and credit management.
- Ensure you live Easy Solar’s mission and values
- Maintain accurate records of customer interactions, transactions, and account status.
General Expectations:
- Communicate clearly and professionally, using appropriate language and tone in all interactions with customers and colleagues.
- Demonstrate reliability and punctuality by adhering to scheduled work hours and consistently meeting deadlines.
- Respect confidentiality and handle sensitive customer information with discretion and care.
- Exhibit adaptability and professionalism when faced with challenging or unpredictable situations.
- Foster a positive and inclusive work environment by treating all team members and customers with respect and dignity.
- Take ownership of tasks and responsibilities, striving for excellence in all aspects of work.
- Seek feedback proactively and demonstrate a willingness to learn and grow professionally.
- Uphold company policies and values, acting as a role model for ethical behavior and integrity.
- Continuously strive to improve professional skills and knowledge through training, development opportunities, and self-directed learning initiatives.
QUALIFICATIONS
Education
- Bachelor’s degree in business administration, marketing, communications, or a related field is preferred.
Experience
- 1-3 years of experience in a call center environment, preferably in a telecom
- Knowledge of customer service practices and principles
- Demonstrates integrity towards customers and ensures the interests of both the customer & the business are met
Skills
- Courteous and patient when speaking to customers
- Ability to operate a computer, with excellent data entry & data analysis skills
- Able to process information on company products, answer questions and resolve customer requests in compliance with policies, procedures and brand standards
- Superior listening, verbal, and written communication skills
- Ability to handle stressful situations and work under pressure
- Strong interpersonal skills, with sensitivity and respect for diversity
- Consistent professional attitude and behavior
- Attention to detail with good organizational and time management skills
- Takes initiative
- Commitment to continuous learning.
- Good negotiating skills and problem-solving skills
Competencies
- Excellent communication skills, both verbal and written.
- Upholds integrity and values in all interactions.
- Demonstrates a customer-focused approach in addressing inquiries and resolving issues.
- Promotes teamwork and collaboration within the team and across departments.
- Displays creativ
