Internship Opportunities at Proto Energy

Must have skills

• Strong problem-solving skills Excellent planning and organizational skills Analytical thinker Maintain high level of confidentiality Attention to details Strong team player with the ability to work independently 
• Good communication skills 
• Willing to perform repetitive tasks for extended periods 
• Self motivated 
• Ability to work under pressure Flexible

Qualifications

• A diploma in business administration or equivalent qualification.
• Experience in sales, business development, customer service, and customer experience is an added advantage.
• Proficient in using digital document management systems and software.
• Certificate of good conduct.
• Basic computer literacy.

Job Role

• Handle the filing and organization of customer documents in a systematic manner.
• Upload and sort customer documents into designated storage systems and cabinets.
• Maintain an accurate and up-to-date storage tracker to track the location of customer documents.
• Ensure that customer documents are stored securely and in an orderly fashion for easy retrieval.
• Collaborate with team members to ensure efficient workflow and coordination of document management processes.
• Adhere to company policies and procedures regarding document handling, storage, and confidentiality.
•  Assist in the development and improvement of document management systems and processes.
• Perform regular audits to ensure the accuracy and completeness of customer document records.
• Support the team in various administrative tasks related to document management and retrieval.
• Communicate and coordinate with relevant departments to obtain missing or updated customer documents as required.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Proactive customer support.
• Nurturing customer interactions
• Develop strategies to achieve the desired and intended customer experience.
• Raising red flags wherever the business process – billing, installation or anything pre- or post-sales – needs correction to ensure the customer has a seamless experience with the company.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Understand customers, what they need, and when they want it.
• Ensure real-time end to end-customer experience.
• Understanding customer behavior and preferences across all touchpoints
• Facilitating more meaningful customer interactions.
• Enabling the end-to-end customer experience.
• Improving speed to market and agility and building a new customer base to maximize sales.
• Understand customer needs and offer solutions and support.
• Research potential leads from business directories, web searches, or digital resources.
• Prepare day-by-day reports required for reporting.
• Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.

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Must have skills

• Attention to detail 
• Team Player
• Good problem solving skills 
• Analytical skills 
• Excellent time and project management skills 
• Ability to work independently

Qualifications

• Diploma in business administration or equivalent qualification.
• Experience in sales, business development, customer service and customer experience is an added advantage.
• Proficient in using digital document management systems and software.
• Certificate of good conduct.
• Basic computer literacy.

Job Role

Shift Aa

• Helping customers fill in the inspection forms at the office.
• Verify customer documents to determine which program they lie in.
• Ensuring customers are served well and experience excellent customer experience.
• Creating and updating inspection in the inspection tracker as outlined in the customer experience office sop. This includes inspections done at the station.
• Ensuring customer belongings are stored in a safe and accessible place.
• Uploading customer documents in SharePoint or/any designated storage.
• Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
• In charge of handover to customers after conversion (Slot 2).

Shift Ab

• Helping customers fill in the checks, service or uninstallation job cards/forms at the office.
• Ensuring customers are served well and experience excellent customer experience.
• Ensuring customer belongings are stored in a safe and accessible place.
• Uploading customer documents in SharePoint or/any designated storage.
• Creating and updating checks and service tickets in the Freshdesk software as outlined in the customer experience office SOP and/or Freshdesk SOP. This includes the checks and services done at the station.
• In charge of checks, services, and uninstallation data and report.
• Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
• In charge of handover to customers after conversion (Slot 2).

Shift B

• Ensuring customers are served well and experience excellent customer experience.
• Helping customers fill in the conversion agreement form at the office.
• Verifying conversion customer documents and ensuring they are shared to the correct email.
• Counter-checking customer details in the conversion agreement and inspection authorization forms. The forms should be correctly filled out by the customer.
• In charge of recording data in the daily activation excel and total converted data.
• In charge of handover to customers after conversion (Slot 1).

Shift C

• Management of Freshdesk tickets to ensure all tickets are resolved on time and a list send to call Centre to close the tickets.
• Manage the customer experience WhatsApp inboxes and updates and ensure all tickets are raised and resolved.
• Implementation, review, and evaluation of customer experience processes.
• Work hand in hand with the social media management team to ensure all customer inquiries and requests are addressed and tickets raised are resolved.
• Supervise customer experience attendants/front desk attendants ensuring reports are correct and duly updated and SOPs and structures are followed.
• Monitor inspection and conversion schedules.
• Managing and identifying areas of growth within the customer experience across all touchpoints.
• Establish communication mediums through which customers can readily contact a company and vice versa.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.