6 Aug 2020

Customer Experience Agent at d.light

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d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy. Through four hubs in Africa, China, South Asia and the United States, d.light has sold close to twenty million solar light and power products in 62 countries, improving the lives of over 80 million people. d.light is dedicated to providing the most reliable, affordable and accessible solar lighting and power systems for the developing world and reaching 100 million people by 2020.

Position Description

The  jobholder  will  be  responsible  for  contacting  clients  and  collecting  outstanding  payments  with  the aim of reducing the delinquency numbers for the business.

R&Rs

  • Monitor accounts to identify outstanding debts
  • Investigate historical data for each debt or bill
  • Find and contact debtors’ clients to arrange debt payoffs
  • Take actions to encourage timely debt payments
  • Resolve billing and customer credit issues
  • Update account status records and collection efforts
  • Report on collection activity and accounts receivable status

KPIs

  • Ensure collections are in line with set targets.
  • High Collection Effectiveness Index
  • High Collection Percentage

Desired Experience

  • Diploma in Customer Services Management and / or an additional focused Call Centre qualification will be an added advantage
  • 2 years of working experience in a Call Centre or in the Service Industry
  • Sales skills and experience advantageous within call centre or service sector
  • Experience  at  technology-oriented  service  firms;  Mobile  telephony,  BPO  call  centers,  etc.  will  be advantage
  • Familiarity with laws related to debt collection
  • Demonstrate good customer service skills while dealing with customers.

Skills and Competencies

  • Excellent communication skills; strongwritten, verbal, active listeningand phone communication.
  • Computer skills (MS Word, Excel, PowerPoint)
  • Problem solving and decision making
  • Patience and ability to manage stress
  • Comfortable working with targets
  • Team player
  • Self-Driven and open to change
  • Planning and organizing
  • Attentionto detail
  • Interpersonal skills
  • Influencing skills / Numeracy skills
  • Skilled in negotiation
  • Strong problem-solving skills.


Method of Application

Candidates who meet the requirements should submit their CV and cover letter to:

[email protected]

Closing Date : 11th August, 2020





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