Lumos NEEDS Service Agent urgently

Job Title: Service Agent

Company: Lumos

Location: Lagos

Function: Services
Reporting Relationship (Line Manager): Regional Technical Officer

Job Purpose

• Service Agents will manage Services activities in designated region with the objective to lead the customer experience process from installation until churn and managing all field services activities in between.
• Role holder will drive customer satisfaction via process improvement plans, efficient reporting and timely flow of information.
• S/he will be responsible for coordinating Mobile Electricity Technicians (METECHS) within the assigned territory/state. Should be familiar with a variety of Installation, Field Service, Churn and Stock-keeping basics.
• Should have extensive knowledge of assigned region in terms of navigation and customer service experience. These are key requirements for accomplishment of goals.
• This is a support role, which requires leading and directing the work of off roll hands. A wide degree of creativity and latitude required.

Job Responsibilities

• Manage installation, field service and churn process, according to company policy and procedures
• Supervise the performance of the METECH and ensure that they are providing agreed SLAs
• Training of all METECHS under their territory and ensuring an acceptable amount of technician to provide the expected service and response time
• Monitoring and support of ambassador activities within their region/state
• Optimize service delivery within assigned territory
• Assign METECHS to specific tasks as they arise
• Provide weekly field reports on Solar Power System (SPS) activities in assigned territory to Line Manager
• Ensure proper record keeping of replacement & faulty systems in client location
• Effective use of the CRM to document all customer interactions
• Support during stock counting exercises while assisting in critical WH within their region/state
• Provide data driven solutions, trend analysis and recommendations weekly for continuous improvement
• Performance appraisal of all reporting lines
• Adhere to all laid down Service and Policy guidelines
• Ensure stock assigned to team is properly utilized and cared for to avoid loss or damages
• Other ad-hoc duties as the need arises

Educational Qualifications & Functional/Technical Skills

• HND/BSc Electrical Electronics Engineering
• Minimum of 6 months working experience in a co-ordination/planning capacity
• Understanding of the principles of Business Intelligence and Reporting
• Good interpersonal and relationship building skills
• Understanding of the principles of Business Intelligence and Reporting

Relevant Experience:

• Understand Solar Systems and Product Development principles
• Good oral and written communication skills; Report writing, Presentation
• Experience in Delighting Customers / Clients
• Understanding of case management software

Other Requirements (Behavioral etc.):

• People Management; good with people, good at building relationships Result and service orientation
• Ability to travel during work when required
• Ability to work under pressure
• Analytical minded
• Diligent
• Focused
• Dedicated

METHOD OF APPLICATION

Applicants should send their CV with a Cover Note to: [email protected] Subject should be Job Title (Service Agent).