Job Title: Service Agent
Company: Lumos
Location: Lagos
Function: Services
Reporting Relationship (Line Manager): Regional Technical Officer
Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid. Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones
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).
To apply for this job email your details to careers@lumos.com.ng
