Customer Service Executive

Customer Service Executive

Location: Antananarivo, Madagascar. About the role: The role holder will manage customer onboarding, verification, and credit assessments, while ensuring accurate records and fraud checks. It focuses on delivering excellent customer service by resolving queries and complaints promptly, building strong relationships, and driving satisfaction and retention through reliability and clear communication.

What you will be expected to do:

1. Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
2. Credit assessment of potential clients to facilitate product purchase
3. Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
4. Build repeat sales through strong customer relationships by focusing on customers' wants and needs.
5. Ensure high customer satisfaction levels during customer onboarding and increase customer retention.
6. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
7. Attract potential customers by answering product and service questions and suggesting information about other products and services offered
8. Reply to customer queries on calls both incoming, outgoing calls / tickets.
9. Handle customer complaints within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
10. Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
11. Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
12. Proactively flagging off any surge on customer complaints trends to enable assessment of customers' needs to achieve satisfaction.
13. Build sustainable relationships and credibility with customer accounts through open and interactive communication
14. Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
15. Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service
16. Conducting FSE onboarding, and manage all incoming queries
17. Perform any other duties that may be assigned.

You might be a strong candidate if you have:

• Hold a Diploma/Degree in a Business Administration/ Customer Service/social sciences and/or any business related field
• Have at least 1-year experience in a busy call center environment
• Understand basic computer functions to facilitate guided troubleshooting of own internet and tools, online meeting channels e.g. Google Meet, Zoom, MS Office applications
• Possess excellent people relations and soft skills with a high level of discipline and time management
• Have clear and straight to the point communication skills with fluency in both written and spoken French & English (fluency in Malagasy and Betsimisaraka or any other local dialect is an added advantage)
• Can demonstrate problem solving ability and attention to detail?
• Are able to multitask and ensure that key deliverables are not compromised by the work from home environment
• Have the ability to work alone with minimal supervision
• Are able to maintain a cool head during difficult conversations

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• 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 Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment. We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.

About Sun King:

Sun King is the world's leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month. Sun King makes solar products affordable to low-income households and businesses via 'pay-as-you-go' purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash. Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively. Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter. From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King's products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers. Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King's workforce.