Jobs at Greenlight Planet

About the Job

• The Team Manager - Call Center Operations is a dedicated, supportive Call Center team leader who can coach and motivate call center representatives as they field calls from and to clients. 
• The Team Manager - Call Center Operations will support call centre employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. 
• They will continue to support Agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. 
• You should be analytical, supportive, and prepared to act a resource to the call centre agents.

Key Responsibilities

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritize and make risk/impact assessments within
• existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

Skills Knowledge and Expertise

• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact center environment as a Team Lead
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Background in technical and credit finance management
• Managed customer escalations which ultimately resulted in favorable customer satisfaction rating.

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Job Duties

What you would be expected to do:

Reporting:

• Create reports that reflect agents' performance.
• Report agent and team’s performance to leadership.
• Provide customer insights reports to management.

Customer service team engagement:

• Participate in calibration sessions to maintain consistency in internal evaluations.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participates in customer and client listening programs to identify customer needs and expectations.

Analysis:

• Assess agents’ interactions based on internal standards. 
• Analyze all customer service metrics. 
• Provide data on customer experience feedback and agent behavior.

Requirements

You might be a strong candidate if you:

• Have 2-3 years of Call Center Experience.
• Must be able to speak French fluently
• Have a bachelor's Degree in a Communication or Business related field.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong collaborator with great interpersonal skills to mentor your team to deliver on expectations.
• Are comfortable working with Powerpoint and MS Excel?
• Have outstanding customer service skills and dedication to providing exceptional customer care.
• Have exceptional listening and analytical skills.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed.

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About the Role

• We are looking for a Service Technician to lead the Aftersales operations in Nigeria. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries.
• This role will work with all the stakeholders within Company as well as with key stakeholders on the customer side for installation, and service queries and builds smooth relations with internal & external customers, to obtain their loyalty to achieve best-in-class customer satisfaction.
• You will have the opportunity to work cross-functionally to find solutions for our customers including product replacement requests, warranty claims, troubleshooting, logistics, and service training.
• If you are an excellent communicator with an obsession with customer satisfaction, this role is for you!

Responsibilities

What you would be expected to do:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all issues observed and the action taken.
• Regular positive improvement of all the existing processes at the Service entre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs.
• Develop new processes to transform current service operations more efficiently.
• Training: Build training materials and hold training for partners about product troubleshooting, repairs, installation, and replacement processes when requested.
• Develop a thorough knowledge of the product and service the company your work for is offering.
• Customer Service: Installation of Home systems, installation audit, and deliver a comprehensive service to inquiring customers. 
• Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines.
• Delegate certain customer inquiries to specific teams when needed.
• Team Management: Lead the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skillsets.
• Dispute Management: Manage a large number of incoming calls and emails,
• keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
• Drive Operational Efficiency: Meet KPI goals including service level timelines and customer net promoter scores.
• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
• Any other business as assigned by your supervisor.

Requirements

You might be a strong candidate if you:

• Have a Degree in Engineering or any related field from a reputable institution
• 3+ years experience in after-sales services support in the electronic consumer goods/ mobile industry
• Must demonstrate experience in solar Inverter installations.
• Excellent verbal and written communication skills with the ability to distill
• information and understand the way to communicate to different audiences in order to get results.
• Passionate about customer service and resolving their issues
• The ability to maintain calm under pressure
• Efficiency and organizational skills
• Critical Thinker: Very strong ability to structure problems and drive towards
• solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

What We Offer (in addition to Compensation and Statutory Benefits):

• An opportunity to grow as a professional in a dynamic, fast growing, high impact industry;
• Greenlight Planet Nigeria Limited Business Development Manager, West Africa
• The chance to work in an open minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.

Application Closing Date: 31st August, 2022.

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About the Job

The team you would join:

• The Sun King Marketing team is looking for an Intern who will drive disbursement of marketing merchandise
• We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes.

Responsibilities

What you would be expected to do:

• Develop and execute promotions to support the EasyBuy Direct business model.
• Monitoring and reporting of all promotions as related to the EasyBuy Direct business.
• Assist in the planning and execution of Social Media/E-commerce campaigns.
• Drives disbursement of marketing merchandise to the field.
• Work with Creative team to ensure all customer facing materials are aligned with the Sun King brand guidelines.
• Plan and execute Sun King store launches.
• Support conference set-up and management
• Carry out any other tasks that may be assigned by line manager.

Requirements

You might be a strong candidate if you:

• A recent graduate or currently engaged in youth service.
• Has a flair for marketing (brand building)
• Conversant with Google Tools (Doc, Sheet & Slide)
• A good team player
• Pays attention to details
• Confident with a good presentation skill
• Cultured with good interpersonal and communications skills

Application Closing Date: 31st August, 2022.

go to method of application »

About the Role

• We are looking for a Service Technician to lead the Aftersales operations in Nigeria. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries.
• This role will work with all the stakeholders within Company as well as with key stakeholders on the customer side for installation, and service queries and builds smooth relations with internal & external customers, to obtain their loyalty to achieve best-in-class customer satisfaction.
• You will have the opportunity to work cross-functionally to find solutions for our customers including product replacement requests, warranty claims, troubleshooting, logistics, and service training.
• If you are an excellent communicator with an obsession with customer satisfaction, this role is for you!

Responsibilities

What you would be expected to do:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all issues observed and the action taken.
• Regular positive improvement of all the existing processes at the Service entre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs.
• Develop new processes to transform current service operations more efficiently.
• Training: Build training materials and hold training for partners about product troubleshooting, repairs, installation, and replacement processes when requested.
• Develop a thorough knowledge of the product and service the company your work for is offering.
• Customer Service: Installation of Home systems, installation audit, and deliver a comprehensive service to inquiring customers. 
• Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines.
• Delegate certain customer inquiries to specific teams when needed.
• Team Management: Lead the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skillsets.
• Dispute Management: Manage a large number of incoming calls and emails,
• keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
• Drive Operational Efficiency: Meet KPI goals including service level timelines and customer net promoter scores.
• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
• Any other business as assigned by your supervisor.

Requirements

You might be a strong candidate if you:

• Have a Degree in Engineering or any related field from a reputable institution
• 3+ years experience in after-sales services support in the electronic consumer goods/ mobile industry
• Must demonstrate experience in solar Inverter installations.
• Excellent verbal and written communication skills with the ability to distill
• information and understand the way to communicate to different audiences in order to get results.
• Passionate about customer service and resolving their issues
• The ability to maintain calm under pressure
• Efficiency and organizational skills
• Critical Thinker: Very strong ability to structure problems and drive towards
• solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

What We Offer (in addition to Compensation and Statutory Benefits):

• An opportunity to grow as a professional in a dynamic, fast growing, high impact industry;
• Greenlight Planet Nigeria Limited Business Development Manager, West Africa
• The chance to work in an open minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.

Application Closing Date: 31st August, 2022.