Publishing date: 30 May 2020
Location: Maputo, Mozambique
Description: The Customer Service Representative is responsible for providing quality and efficient assistance to our customers.
Responsibilities, Deliverables and Activities:
- Handle outbound and inbound calls from Fenix customers;
- Assist customers when they have any difficulty or query;
- Be a brand ambassador;
- Receive customers and treat them with respect and dignity;
- Be empathetic and compassionate while dealing with and managing customer complaints;
- Educate and emphasize to customers the importance of the financing agreement they are committed to;
- Exercise patience with customers and follow up on all customer issues until fully resolved;
- Make courtesy calls to Fenix customers as required;
- Endeavor to give all Fenix customers a great end to end customer experience;
- Manage relationships to increase client retention;
- Always enter accurate and honest information into the Fenix data systems;
- Capture high-quality data that can be used to better serve our customers;
- Escalate unresolved issues or questions to your immediate supervisor;
- Escalate unresolved issues and question to your immediate supervisor;
- Support in building a conducive environment for both internal and external customers;
- Help in SMS translations when need arise;
- Create a good rapport with existing customers, identify new sales leads and communicate to the sales team;
- Cross-sell to existing customers.
