Title: Customer Service Call Centre Agents

Reports to: Customer Service Call Centre Supervisor

Location: Ruiru

Who we are:

Bboxx is a data-driven super platform, transforming lives and unlocking potential by connecting consumers and deploying innovative products across Africa.

Bboxx is championing the economic empowerment of Africa, accelerating the transition to the digital economy and creating new markets. We have built Bboxx Pulse®, a fully integrated operating system, and combined it with an extensive on-the-ground network to connect customers with clean energy, clean cooking, smartphones, e-mobility and selected financial products – many for the first time.

We are connecting both underserved rural communities and aspiring urban ones with a highly convenient and affordable way to access life-changing solutions, through last mile logistics and data-powered innovative financing methods. We offer our services on a pay-as-you-go basis to households, businesses, and communities, enabling African consumers to unlock their potential.

We build strategic partnerships with investors, utilities providers, global companies, and governments to accelerate growth and provide a wide range of products to consumers in Africa. Our partners are seizing a massive market opportunity by plugging into Bboxx – developed through green tech and big data and designed for scale.

Following the successful acquisition of solar energy frontrunner PEG Africa in 2022, Bboxx is now positively impacting the lives of more than 3.5 million people in 10 operating markets, directly contributing to 11 of the 17 United Nations Sustainable Development Goals. Bboxx and its group of companies is one of the largest networks in Africa, with over 4,000 staff across Africa and offices in the UK and Asia.

What you can expect to be doing:

Make outgoing calls to customers across BBOXX portfolio, in accordance with our after-sales 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.

• 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 Enterprise Resource Planning (ERP)
• Identify and escalate priority issues
• Complete call log
• Follow BBOXX sales and after sales processes
• Accurate data entry and navigation of ERP
• 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
  
  

What we are looking for:

• Ideal candidate should have a diploma in any communication or business-related field and may have previous call Centre / sales experience
• Excellent verbal communication skills
• Ability to understand and adapt to customer needs
• Excellent data entry skills and attention to detail
• Organization and time management
• Customer Service orientation
• Resilience when faced with stress; Positive attitude and energy
• Persuasiveness and problem-solving skills
  
  

At Bboxx, we celebrate our differences, and recognize the strength in the diversity of our people.  We are a global employer who believe in providing opportunities for all its employees to unlock their potential regardless of background, age, sex, race, religion, or personal beliefs. 

We look to recruit individuals from all different backgrounds and encourage you to apply to roles you are passionate about, even if you need help from us to develop your skills.   We strive to create an inclusive environment and regularly celebrate the diversity of our people through events arranged by our Culture Committee.  Bboxx provides a workplace where you can be your authentic self and focus on our mission of transforming lives through access to energy!