Vacancy title:
Service Center Officer

[Type: FULL_TIME, Industry: Business Management and Administration, Category: Admin & Office]

Jobs at:
ENGIE Energy Access

Deadline of this Job:
Monday, May 5 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Monday, April 28 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Job Purpose/Mission

The purpose of the Service Center Officer at ENGIE Zambia is to provide exceptional customer service and support, ensuring efficient operations and customer satisfaction at the service center.

Responsibilities

• Provide an exceptional customer experience to Engie Energy Access (EEA) Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers • Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience
• Managing administrative matters of the Service Center
• Adhoc duties as and when required by the manager or Head of Department

Knowledge and skills

Experience:

• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

Qualifications:

• Tertiary qualification i.e. certificate or diploma in any business-related field
• Customer Experience skills/ experience

Work Hours: 8

Experience in Months: 36

Level of Education: associate degree

Job application procedure

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