Customer Service Executive

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: Madagascar

Description

Location: Antananarivo, Madagascar.

About the role The role holder will manage customer onboarding, verification, and credit assessments, while ensuring accurate records and fraud checks. It focuses on delivering excellent customer service by resolving queries and complaints promptly, building strong relationships, and driving satisfaction and retention through reliability and clear communication.

What you will be expected to do;

• Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
• Credit assessment of potential clients to facilitate product purchase
• Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
• Build repeat sales through strong customer relationships by focusing on customers’ wants and needs. 
• Ensure high customer satisfaction levels during customer onboarding and increase customer retention. 
• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
• Attract potential customers by answering product and service questions and suggesting information about other products and services offered
• Reply to customer queries on calls both incoming, outgoing calls / tickets.
• Handle customer complaints within a stipulated time frame while providing  appropriate solutions and alternatives for resolution.
• Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
• Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
• Proactively flagging off any surge on customer complaints trends to enable assessment of customers’ needs to achieve satisfaction.
• Build sustainable relationships and credibility with customer accounts through open and interactive communication
• Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
• Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service
• Conducting FSE onboarding, and manage all incoming queries 
• Perform any other duties that may be assigned. 

You might be a strong candidate if you have

• Hold a Diploma/Degree in a Business Administration/ Customer Service/social sciences and/or any business related field
• Have at least 1-year experience in a busy call center environment
• Understand basic computer functions to facilitate guided troubleshooting of own internet and tools, online meeting channels e.g. Google Meet, Zoom, MS Office applications
• Possess excellent people relations and soft skills with a high level of discipline and time management
• Have clear and straight to the point communication skills with fluency in both written and spoken French & English (fluency in Malagasy and Betsimisaraka or any other local dialect is an added advantage)
• Can demonstrate problem solving ability and attention to detail?
• Are able to multitask and ensure that key deliverables are not compromised by the work from home environment
• Have the ability to work alone with minimal supervision 
• Are able to maintain a cool head during difficult conversations

What Sun king offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment. We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.