Tulima Solar (UG) Company Limited a sister company to SIMUSOLAR in Tanzania, established in 2014. Tulima Solar finances accessible, affordable and energy efficient (Off the Grid) equipment designed to utilize solar power. Our mission is to enable rural prosperity by providing access to financed productive equipment.
Tulima Solar (U) Company Limited invites applications from qualified, energetic and result oriented Customer service officers to join our awesome customer service team!
Customer service officer: (01).
Reporting
The person in this position will be reporting to the country director.
Role Summary: You are at the center of our business, supporting customers and sale personnel, resolving issues and also making sales. For someone who is fast, good with a computer, and great with people, this role is a great place to start at our growing company solar company.
Responsibilities: Your responsibilities focus on customer service, including (a) Attending to assigned tasks and complete them accordingly (b) Documentation of problems and solutions attended which causes, solutions and customer feedback (c) Communication: For all of the above, the customer service officer is expected to work closely with the technical team and other departments.
Customer Servicing
- Answer customer calls and provide support;
- Engage our technical support team as necessary to resolve issues;
- Record and manage issues, making sure they are timely addressed;
- Support sales in registering new customers or resolving customer issues;
- Make follow-up calls to learn from customers: was their issue resolved; what is their experience with our products – (After service calls).
- Make calls to delinquent customers to learn the cause of their non-payment and encourage them to pay;
- Make outgoing sales calls to customer leads;
- Provide ideas for process improvement to team members and management.
- Coordinate all installations together with the technical team and prepare the necessary documentation.
- Advice customer care and technical team on priorities.
- Understand customer service main objective and support in achieving them.
Learn from customer’s experience
- Develop documentation of customer’s feedback.
- Ensure we have the correct information of the problem and viable solutions backed by accurate information.
- Understanding the source of the problem and promptly resolve customer complaints.
- Be expected to execute other tasks/activities as may be directed by your supervisor.
Minimum requirements:
- 2 (Two) years’ experience in customer servicing role in a busy business environment.
- Degree in Business Administration, Procurement, Logistics/Marketing/Communication, Social Sciences and other related fields.
Prerequisites – Customer Service Officer must demonstrate the following:
- Ability to work in a fast-paced environment and good under pressure;
- Experience working in a client-focused environment;
- A proven ability to work with people at all levels;
- High integrity and resilience;
- A quick learner at using other computing systems, demonstrated by your knowledge of other platforms;
- Fluency with Microsoft Word and Advanced Excel;
- Possess in-depth product knowledge including proactive learning and understanding.
- Openly share information, participates and contributes to team discussions;
- Builds and sustains positive relationships. Responds under direction to changes in client needs and expectations.
- Demonstrates punctuality to meet agreed schedules and timelines under general guidance.
- Ability to set plans and budgets that balance servicing and economics.
- Strong communication skills.
Remuneration: Salary and conditions will be commensurate with Company’s standard terms and conditions for the relevant position.
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