Job Updates

Fenix International Job Recruitment (3 Positions)

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​Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.17 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

We are recruiting to fill the following positions below:

1.) Customer Service Representative

Location: Lagos

Department: Customer Experience

Type: Full Time

Job Description

  • Fenix is looking for dynamic, highly motivated and disciplined Customer Service Representatives with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
  • A successful Customer Service Representative is a critical thinker, attentive to details and an excellent communicator.
  • This position requires individuals to have a strong passion for listening and providing solutions to people.

Key Responsibilities

  • Ensure an excellent experience to all customers, with each interaction
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Vet and open customer accounts by recording account information.
  • Maintain customer records by updating account information of complaints, issues, resolutions, praises, e.t.c.
  • Follow-up with customers who have delayed payments
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Build sustainable relationships of trust through open and interactive communication
  • Go the extra mile to engage customers
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Read from scripts
  • Resolve customer complaints via phone, email, mail or social media
  • Identify and communicate areas for continual improvement of service levels for the call Center; recommending process improvements

Required Skills & Experience

  • An OND/HND/Bachelors degree from a recognized institution
  • Excellent Written and Verbal Communication Skills
  • Microsoft Excel skills
  • Ability to interact with peers and mid level leaders internally
  • Fresh graduate

Highly Desired Skills:

  • Ability to work both in teams and independently
  • Passionate about solving problems for customers in rural communities
  • Proficiency in English Language and 1 or more other Nigerian Languages
  • Critical thinking skills (ability to think outside the box)
  • Good problem solving skills (solutions oriented)
  • Flexibility with ability to work under pressure to meet deadlines
  • Willingness and desire to learn new ideas

How to Apply

Interested and qualified candidates should:

Click here to apply online
2.) IT Systems Engineer

Location: Lagos Island, Lagos, Nigeria

Department: Information Technology

Type: Full Time

Job Description

  • Fenix is looking for an experienced, highly motivated and disciplined technical support staff to join our team for our Network infrastructure and call center communications platform.
  • Key responsibilities will include improving the reliability, performance and availability of the existing systems (Network and call center) in a scalable and flexible manner, integrate and facilitate optimal network solutions using best practices and build effective solutions for our call centre demands.
  • The IT systems engineer will initially report directly to the Head of Customer Experience.

Key Responsibilities

  • Ensure the installation and maintenance of internal network infrastructure
  • Improve reliability and performance of existing network and call center systems in a scalable and flexible manner
  • Integrate and facilitate optimal network solutions using best practices
  • Build effective solutions for our call centre demands
  • Initiate and manage relationships with external stakeholders/vendors
  • Purchase of computer systems and other IT related equipment for staff onboarding
  • Maintenance of stock of computers and other IT related equipment belonging to Fenix
  • Adhoc and support assignments to ensure optimal up-time for internal stakeholders

Required Skills & Experience

  • Linux system administration experience
  • Strong system, network debugging and troubleshooting skills.
  • Experience working with VoIP, SIP, TDM, and related technologies
  • Experience with Asterisk, Kamailio etc
  • Custom Asterisk application development experience.
  • Ability to transpose service or feature descriptions into technical requirements
  • Experience setting up an internal network in an organisation of more than 50 people
  • Experience designing and developing call centre solutions
  • Experience customising existing call centre solutions
  • Ability to rapidly build and test new services and features.
  • Excellent written and verbal communication skills in English

Highly Desired Skills:

  • Working knowledge of IP networking and configuration
  • Good people skills

How to Apply

Interested and qualified candidates should:

Click here to apply online
3.) Service Center Associate

Location : Lagos Island, Lagos

Department: Customer Experience

Type: Full Time

Min. Experience: Mid Level

Job Description

  • Fenix is looking for a bright, highly motivated and disciplined Service Center Associate with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team.
  • Fenix prides itself on always putting the customer first; the Service Center Associate will be at the forefront of providing world-class customer service to our SmartLife customer across Nigeria.
  • As the main point of contact at the Service Center, the role will be to deal with and help resolve any customer complaints while giving the best possible customer experience as well as going beyond call of duty when required.

Key Responsibilities

  • Provide excellent customer service to all Fenix Nigeria customers at all times
  • Serve as a liaison between the customer and Fenix
  • Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
  • Diagnose technical issues with the customer units and support in the swapping process
  • Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities
  • Supervise and monitor the collection and disbursement of sales unit inventory across PoS territory
  • Supervise and monitor the collection and disbursement of service unit inventory (including accessories) in the Service Center
  • Assist with product development through conducting field tests and surveys when required
  • Help collect data on Customer feedback and satisfaction
  • Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management
  • Always enter accurate and honest information into the Fenix data systems. Ensure data entry is high quality so that data can be used to better serve our customers
  • Escalate issues or questions to manager if you cannot resolve them
  • Make courtesy calls to Fenix customers as requested
  • Ensure all Fenix customers have a great end-to-end customer experience

Required Skills & Experience

  • Degree or diploma in a relevant field from a recognized institution
  • Should be fluent in English and at least 1 other local language from the region you are applying
  • Conversant with use of computers
  • Should demonstrate both verbal and written communication skills
  • Proximity to Lagos Island is key.

Highly Desired Skills:

  • Ability to work in teams or independently
  • Critical thinking skills (ability to think outside the box)
  • Good problem solving skills (solutions oriented)
  • Good influencing and negotiation skills
  • Flexibility with ability to work under pressure to meet deadlines
  • Willingness and desire to learn new ideas.

Application Closing Date

Not Specified.

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