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  • Posted: Aug 6, 2020
    Deadline: Aug 11, 2020
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  • d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy. Through f...
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    Customer Experience Agent

    Position DescriptionThe  jobholder  will  be  responsible  for  contacting  clients  and  collecting  outstanding  payments  with  the aim of reducing the delinquency numbers for the business.

    R&Rs

    • Monitor accounts to identify outstanding debts
    • Investigate historical data for each debt or bill
    • Find and contact debtors’ clients to arrange debt payoffs
    • Take actions to encourage timely debt payments
    • Resolve billing and customer credit issues
    • Update account status records and collection efforts
    • Report on collection activity and accounts receivable status

    KPIs

    • Ensure collections are in line with set targets.
    • High Collection Effectiveness Index
    • High Collection Percentage

    Desired Experience

    • Diploma in Customer Services Management and / or an additional focused Call Centre qualification will be an added advantage
    • 2 years of working experience in a Call Centre or in the Service Industry
    • Sales skills and experience advantageous within call centre or service sector
    • Experience  at  technology-oriented  service  firms;  Mobile  telephony,  BPO  call  centers,  etc.  will  be advantage
    • Familiarity with laws related to debt collection
    • Demonstrate good customer service skills while dealing with customers.

    Skills and Competencies 

    • Excellent communication skills; strongwritten, verbal, active listeningand phone communication.
    • Computer skills (MS Word, Excel, PowerPoint)
    • Problem solving and decision making
    • Patience and ability to manage stress
    • Comfortable working with targets
    • Team player
    • Self-Driven and open to change
    • Planning and organizing
    • Attentionto detail
    • Interpersonal skills
    • Influencing skills / Numeracy skills
    • Skilled in negotiation
    • Strong problem-solving skills.

    go to method of application »

    Territory Retention Executive

    Job Location: Countrywide

    Reporting to:Territory Retention Manager

    Position Description

    The  jobholder  will  be  responsible  for  contacting  clients  and  collecting  outstanding  payments  with  the aim of reducing the delinquency numbers for the business.

    R&Rs

    • Monitor accounts to identify outstanding debts
    • Investigate historical data for each debt or bill
    • Take actions to encourage timely debt payments
    • Resolve billing and customer credit issues
    • Update account status records and collection efforts
    • Report on collection activity and accounts receivable status

    KPIs

    • Ensure collections are in line with set targets.
    • High Collection Effectiveness Index
    • High Collection Percentage

    Desired Skills and Experience

    • High school diploma or degree in a related field.
    • Proven experienceas a Collection Specialist or similar role will be an added advantage
    • Knowledge of billing procedures and collection techniques
    • Familiarity with laws related to debt collection
    • Demonstrate good customer service skills while dealing with customers.
    • Strong written, verbal, active listening and phone communication skills.
    • Patience and ability to manage stress
    • Comfortable working with targets
    • Excellent communication skills (written and oral)
    • Skilled in negotiation
    • Problem-solving skills
    • Strong problem-solving skills.
    • Passion for social enterprise, development of people and environment benefits.

    go to method of application »

    Telesales Agent

    Reporting to: Telesales Supervisor

    Job Tier Level:

    Direct Reportees:

    Position Description

    The aim is to ensure retention and acquisition of high value customers through telesales.We are looking for an enthusiastic

    Telesales Agent to contribute in generating sales for our company. Will be responsible for closing sales deals over the phone and maintaining good customer relationships. They must be comfortable presenting products or services over the phone as well as dealing with complaints and doubts.The goal is to help the company grow by bringing in customers and developing business.

    R&Rs

    • Contacting potential or existing customers to inform them about a product or service using scripts
    • Answering questions about products or the company
    • Asking questions to understand customer requirements and close sales
    • Contact potential or existing customers to inform them about a product or service using scripts
    • Answer questions about products or the company
    • Ask questions to understand customer requirements and close sales
    • Direct prospects to the field sales team when needed
    • Enter and update customer information in the database
    • Take and process orders in an accurate manner
    • Handle grievances to preserve the company’s reputation
    • Go the “extra mile” to meet sales quota and facilitate future sales

    KPIs

    • Ensure customer feedback is relayed back to the line manager on time.
    • Any other outbound KPIs as outlined based on each campaign

    Desired Experience

    • Minimum diploma in Sales, Marketingor a business-related field
    • Substantial experience (at least two years) working in a telesales environment will be an added advantage
    • Sales skills and experience advantageous within call centre or service sector
    • Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be advantage
    • Proven track record of successfully meeting sales quota preferably over the phone
    • Excellent knowledge of English
    • Excellent communication and interpersonal skills
    • Cool-tempered and able to handle rejection
    • Outstanding negotiation skills with the ability to resolve issues and address complaintsKnowledge
    • Strong customer focus with exceptional customer relations skills.
    • Understanding of key commercial and service metrics and data, able to produce Management reports and manage staff against metrics as appropriate
    • Agility,  speed  of  response,  positive  engagement  in  challenges,  change  and  innovationand  strategy planning
    • Working with Billing systems and understanding (end user experience)
    • Team and Performance Management skills
    • Excellent oral and written communication skills
    • Market and customer trends knowledge
    • Excellent interpersonal skills and Ability to motivate to produce results
    • Excellent oral and written communication skills
    • Multi-tasking skills and good administrative ability
    • Dependability and adaptable

    Skills and Competencies 

    • Ownership: Takes personal responsibility for their own/ team’s performance.  Champions  continuous improvement and inspires others to deliver whilst balancing risk, business competitiveness and customer satisfaction.
    • Drive Results: Translate strategy into action and drives tenaciously and innovatively for outstanding results. Displays creativity in avoiding problems, reacting quickly and decisively to deal with risks and opportunities
    • Judgement and decision making: Demonstrate an ability to analyse and interpret complex business decisions or recommendations. Cope well with uncertainty and provides clarity and direction to others combined with effective decision making in both the short term and long term
    • People and Team Development: Demonstrates inspirational leadership that motivates and engages others. Leads and develops high performing teams where everyone feels valued and contributes to the continued success of the organisation. Acts as a role model; inspires people to act

    Method of Application

    Candidates who meet the requirements should submit their CV and cover letter to: [email protected] before 11th August, 2020.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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