Job description

The Customer Relations Officer works closely with the Customer Service and Loans Manager. The Customer Relations Officer builds customer satisfaction and loyalty by handling the Concerns of customers.

The Customer Relations Officer rectifies issues experienced by individual customers as well as aims to improve the organization's overall customer satisfaction ratings as well as ensure timely debt collection from Customers.

Job Description:

a) Day-to-day customer calls

• Contact assigned new customers to welcome them to African Clean Energy
• Contact/text assigned customers that have upcoming payments in two days using the CRM system
• Contact assigned customers at the point of entering arrears to arrange payment or identify issues that are preventing the customer from paying
• Daily review and report the operations of the customer calls with CSLM

b) Response Calls: Raise and report support cases

• Accurately create support cases in the CRM system for customers that are experiencing issues
• Keep close track of the ACE Maintenance Alerts page on WhatsApp and raise cases in Salesforce accordingly
• Respond on the page if the case is raised in Salesforce
• Follow up with the Response Leaders if needed
• Closely work together with the Response Leaders in all offices to assure quick and swift response for the best customer care while keeping track of the number of support cases
• Make Quick Survey calls after Closed Maintenance Cases to review the maintenance visit and
• keep the performance of the team-high
• Actively review and report on recurring issues coming from the support cases and report to CSLM

c) Resolve support cases

• Resolve assigned customer support cases that are preventing ACE from receiving payment from customer

d) Resolve incorrect contact details

e) Customer training for stove usage

f) Customer training for the payment model

g) Customer satisfaction

• Completing customer satisfaction calls
• If assigned by management: follow-up on survey calls
• Document the outcomes of the satisfaction and survey calls
• Review the outcomes of the satisfaction and survey calls and report to CSLM

h) Review and report

• Liaise with Response Team Leader OR Sales Manager and CSLM to discuss and review the issues causing the support cases and outcomes from satisfaction and survey calls
• Create monthly reports to capture strategies concerning the support cases and satisfaction/survey Calls. To be sent and discussed with CSLM.

i) Create a budget

• Create a monthly budget for the department before the 10th of the month and

submit to the CSLM.

Core Responsibilities:

a) Core responsibility 1 –Day-to-day customer calls

• Contact assigned new customers to welcome them to African Clean Energy
• Contact/text assigned customers that have upcoming payments in two days using the CRM system
• Contact assigned customers at the point of entering arrears to arrange payment or identify issues that are preventing the customer from paying
• Daily review and report the operations of the customer calls with CSLM

b) Core responsibility 2 – Resolve support cases

• Resolve assigned customer support cases that are preventing ACE from receiving payment from customer
• Resolve incorrect contact details
• Customer training for stove usage
• Customer training for the payment model

c) Core responsibility 3- Create a budget

• Create a monthly budget for the department before the 10th of the month and submit it to the SLM.

Required skills and background:

• A diploma in any business-related field.
• At least 1 year in a busy business environment