We are building a diverse and inclusive team and this opportunity is open to any qualified internal and external applicants. Women, candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.
Job Title: Social Media Support Officer
Location: Lagos
About Fenix
Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.14 per day.
We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Côte d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.
In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.
Job Objective
Fenix is looking for a dynamic, highly motivated and disciplined Social Media Support Officer with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. This position is an important role within the Customer Experience Department in a fast paced environment at the forefront of providing a world class customer service experience in the sector of renewable energy.
This role requires an individual to work under limited supervision, perform duties associated with direct interaction with customers on social media and on the phone to both existing and potential Fenix customers with an emphasis on providing an exceptional customer experience.
Key Responsibilities
Provide excellent customer service to all Fenix Nigeria customers or potential customers on social media and other online channels
Employ telesales methods to close sales from potential customers from online channels
Track leads to conversion of online leads customer funnel
Provide periodic reports on customer engagement to cross-functional leads
Deliverables and Activities
Provide prompt responses to customers/leads on online channels
Follow-up with leads from online channels with the goal of converting them to Fenix customers
Manage a pipeline of leads from online channel for tracking purposes
Contribute to team effort by accomplishing related results as needed
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to engage customers
Work with call center leads and manager to ensure proper customer service is being delivered
Resolve customer complaints via phone, email, or social media
Identify and communicate areas for continuous improvement of service levels to call center manager as well as marketing manager.
Escalate any unresolved issues encountered to responsible team lead.
Provide periodic reports to cross-functional managers
Ensure all Fenix customers have a great end-to-end customer experience
Other duties as needed by the manager.
