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Monday, 27 July 2015

Call Centre Operator

Posted By on Monday, July 27, 2015

BBOXX Capital Rwanda is looking for a Call Centre Operator in Kigali

BBOXX is an international company based in London leading the solar revolution across the developing world.  Currently operating in 14 different countries BBOXX has already electrified 200,000 people.  We are aiming to make that number 20 million by the year 2020.Unlike other off-grid solar providers, BBOXX controls the whole process from design to manufacture to distribution and financing.

Now we need a call centre operator to make outgoing calls to customers across BBOXX portfolio, in accordance with our aftersales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.

Job Description

    Contact BBOXX customers by phone, and encourage adherence to payment plan
    Handle incoming calls and provide solutions/advice to customers
    Monitor and respond to incoming SMS
    Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
    Maintain and update customer data in CRM
    Identify and escalate priority issues
    Complete call log
    Follow BBOXX sales and aftersales processes

 Description of tasks

    Accurate data entry and navigation of CRM
    Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
    Receive incoming calls from customers with technical issues
    Respond by phone to requests for help or information made through our SMS system
    Escalate customer issues that are not easily solved by telephone
    Make calls in accordance to all relevant sales and aftersales processes

Person specification

Ideal candidate will be high-school educated and may have previous call centre / sales experience.

Desired skills include:

    Excellent verbal communication skills
    Ability to understand and adapt to customer needs
    Excellent data entry skills and attention to detail
    Organisation and time management
    Customer Service orientation
    Resilience when faced with stress; Positive attitude and energy              

Persuasiveness and problem solving skills

Deadline:Friday, 14th August, 2015 at 17h00

How to apply:

    Send your C.V. and cover letter to

Shortlisted candidates will be invited to interview.

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