Posted on :
18 Jul, 2018
18 Jul, 2018
Eneza is a for profit social enterprise with a mission of making rural Africa smarter by leveraging readily available mobile technology. So far, we’ve reached over 4 Million students across our operations in Kenya, Ghana and Ivory Coast using our virtual tutor on SMS.
In 2018, we won the award for Best Mobile Innovation for Education at the Global Mobile (Glomo) Awards – The Oscars for Mobile. The Eneza Team is fast-paced, passionate and hardworking, and inspired by the vision that one day, all African children will have access to quality education that will integrate them into the 21st century.
Working at Eneza:
At Eneza, all employees are given the opportunity and support to make their mark and unique contribution to the organization. We are an exciting and entrepreneurial place to work, with a commitment to excellent results in support of our mission. We see all employees as leaders in our organization and in the educational movement broadly.
Are you passionate about interacting with customers and providing them with good customer service? Do you like to follow where market insights and trends? Do you like to create innovative and disruptive ideas versus just scaling working models when new problems arise?
Are you willing to go at it alone when no one goes with a training plan to replicate your genius and create team independence? Then you’re the Customer Care Representative we’re looking for!
Job Title: Customer Care Representative
Call 1500 users and convert at least 600 (40%) per month.
Working with Customer Care Supervisor to ensure all the necessary materials needed are available
Answer all questions asked by customers promptly and with utmost professionalism.
Create and experiment customer care retention strategies. Customer care supervisor will ensure scalable strategies are implemented.
Handle customer care calls at least once every weekday from 8am to 9pm and once on weekends.
Provide basic technical support to users by accessing Eneza291 Platform.
Learn and understand how to use the API links to offer timely and sufficient service to users stuck on registration.
Collect and analyze data from users on need basis.
Any other task as agreed upon by the Customer Care Lead and Managers either in writing or verbally.
Ensuring customer satisfaction.
Personal and Professional Expectations
Building proficiency in customer relations and call center applications
Passion for Eneza’s mission: self-sufficient thinking for an energetic ignored generation!
A hunger to create new processes where existing paths seem slow or ill-conceived
A strong use of technology as a problem solver and
An understanding of how education and technology are evolving
Track record of leading product planning, research, experimentation and analysis
Excellent communication skills, both verbal and written
Strong Analytical and technical skills
Strong organizational skills and ability to prioritize
Ability to work in fast paced environment
Detail oriented and not letting tasks fall within the cracks
Ability to work independently and within a team environment
Effective decision making skills
Proficient with Microsoft Office (Word and Excel)