Career Openings at ENGIE Energy Access

ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. 

With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access (EEA) aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.

We are recruiting to fill the position of:

Job Title: Customer Service Representative Intern (Hausa Speaker)

Location: Lagos
Department: Customer Experience
Reporting to: Head of Customer Experience

Job Objective 

• Engie Energy Access is looking for dynamic, highly motivated and disciplined Customer Service Representative Interns with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• A successful Customer Service Representative Intern must be fluent in Hausa, 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
• Give customers information about products and services
• Cross-sell Fenix products to customers where possible

Deliverables and Activities:

• Handle customer 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

• OND holders, candidates about to undergo or currently undergoing the one year NYSC scheme are preferred.
• 0-1 year of experience
• Excellent Written and Verbal Communication Skills
• Microsoft Excel skills
• Ability to interact with peers and mid level leaders internally

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: Stock Control Officer

Locations: Lambata, Niger & Anyigba, Kogi
Department: Customer Experience
Reporting to: Service Center Team Lead

Job Objective

• ENGIE Energy Access is looking for a dynamic, highly motivated and disciplined Stock Control Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sectors of renewable energy.
• This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after sales service support (both technical and non-technical) to existing EEA customers with an emphasis on providing an exceptional customer experience.

Responsibilities, Deliverables and Activities
Key Responsibilities:

• Provide excellent customer service to all ENGIE Energy Access customers at all times
• Attract new and existing customers to the Point of Sale
• Supervise the movement & stock count of EEA inventory to and from the Point of Sale
• Provide periodic reports on customer engagement and stock count to Service Center Center Associate

Deliverables and Activities:

• Provide exceptional experience to ENGIE Energy Access customers at all times
• Serve as a liaison between the customer and EEA
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
• Diagnose technical issues with customer units and accessories and support the after sales service process
• Provide accurate product information to customers
• Support the SCA in the disbursement of inventory (including accessories) to allocated Points of Sale (POS)
• Contribute to ensuring up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high quality information is added into EEA data systems.
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Ensure all EEA customers have a great end-to-end customer experience

Required Skills & Experience

• A Minimum of SSCE
• Should be fluent in English and at least 1 other local language from the region you are applying
• Critical thinking skills.
• Good influencing and negotiation skills.
• Flexibility with ability to work under pressure to meet deadlines.
• Competent with using Microsoft Office packages, and other Google products such as Forms, Sheets, Docs and Slides etc.
• Excellent verbal and written communication skills.
• Team player who is able to work independently.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Demonstrate a high level of professionalism and integrity.
• Should demonstrate both verbal and written communication skills.
• Should have a smartphone.

Highly Desired Skills:

• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Good influencing and negotiation skills
• 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: Customer Service Representative Intern (Igbo speaker)

Location: Lagos
Department: Customer Experience
Reporting to: Head of Customer Experience

Job Objectives

• ENGIE Energy Access 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 must be fluent in Igbo, 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
• Give customers information about products and services
• Cross-sell Fenix products to customers where possible

Deliverables and Activities:

• Handle customer 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

• OND holders, candidates about to undergo or currently undergoing the one year NYSC scheme are preferred.
• 0-1 year of experience
• Excellent Written and Verbal Communication Skills
• Microsoft Excel skills
• Ability to interact with peers and mid level leaders internally

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: Stock Control Officer

Location: Kogi (Idah / Bassa)
Department:  Customer Experience
Reporting to: Service Center Team Lead

Job Objective

• ENGIE Energy Access is looking for a dynamic, highly motivated and disciplined Stock Control Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
• This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sectors of renewable energy.
• This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers, inventory management, and providing after sales service support (both technical and non-technical) to existing EEA customers with an emphasis on providing an exceptional customer experience.

Responsibilities, Deliverables and Activities
Key Responsibilities:

• Provide excellent customer service to all ENGIE Energy Access customers at all times
• Attract new and existing customers to the Point of Sale
• Supervise the movement & stock count of EEA inventory to and from the Point of Sale
• Provide periodic reports on customer engagement and stock count to Service Center Center Associate

Deliverables and Activities:

• Provide exceptional experience to ENGIE Energy Access customers at all times
• Serve as a liaison between the customer and EEA
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
• Diagnose technical issues with customer units and accessories and support the after sales service process
• Provide accurate product information to customers
• Support the SCA in the disbursement of inventory (including accessories) to allocated Points of Sale (POS)
• Contribute to ensuring up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high quality information is added into EEA data systems.
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Ensure all EEA customers have a great end-to-end customer experience

Required Skills & Experience

• A Minimum of SSCE
• Should be fluent in English and at least 1 other local language from the region you are applying
• Critical thinking skills.
• Good influencing and negotiation skills.
• Flexibility with ability to work under pressure to meet deadlines.
• Competent with using Microsoft Office packages, and other Google products such as Forms, Sheets, Docs and Slides etc.
• Excellent verbal and written communication skills.
• Team player who is able to work independently.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Demonstrate a high level of professionalism and integrity.
• Should demonstrate both verbal and written communication skills.
• Should have a smartphone.

Highly Desired Skills:

• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem solving skills (solutions oriented)
• Good influencing and negotiation skills
• 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

Note

• ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all.
• All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or. Our differences are our strengths! ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all.