National Service Centre Manager Jobs in Lusaka Zambia Fenix International Zambia Jobs in Lusaka Zambia? View and Apply National Service Centre Manager Jobs in Lusaka at Fenix International Zambia


Fenix International Zambia

Power to Rise

Job Title: National Service Center Manager
Location: Lusaka, Zambia
Application Deadline: Rolling
Position: Full-time
Team: Customer Experience

COVID-19 Recruitment Update:*>
Please note that due to unavoidable circumstances brought about by the
COVID-19 pandemic, we have temporarily halted hiring for all vacant positions.
However, we are still collecting CV’s and might reach out to candidates for
screening interviews. We will not be making offers or sending out contracts
until further notice.

We are building a diverse and inclusive team and this opportunity is open to
any qualified internal and external applicants. Women, candidates from Africa
and those with experience working on the continent are particularly encouraged
to apply for this role.

About Fenix International

Fenix International is a next-generation energy and technology company. Our
mission is to improve the quality of life of our customers through inclusive
energy and financial services. Our flagship product, Fenix Power, is an
expandable, pay-go solar home system financed through affordable installments
from just $0.14 per day. We use real-time transaction data to create a next-
generation credit score to finance power upgrades and other life-changing
loans, unlocking modern financial services for our customers. To date, Fenix
has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d’Ivoire,
Benin, Nigeria and Mozambique, bringing clean, reliable power for lights,
phones, radios, TV and much more to over 3 million people.

In early 2018, Fenix joined forces with ENGIE, one of the world’s largest
energy companies and a leader in the move to renewable, decentralised and
digital energy. This has allowed Fenix to make significant commercial
investments to accelerate the path to our mission, via new markets and
innovative products. Together, Fenix and ENGIE are making universal access to
modern energy a reality.

Job Overview

Fenix Zambia is seeking talented, motivated National Service Center Manager to
join our rapidly growing team. This position is a key role within the Customer
Experience (CX) Department in a fast-paced environment at the forefront of
providing a world-class customer service experience in the sectors of
renewable energy and mobile payment technology.

The successful candidate will work closely with the Regional Service Center
Team leaders for the delivery and provision of an exceptional last mile
customer experience that actively promotes customer retention.

The National Service Center Manager is responsible for all Service Center
performance indicators and maintaining an exceptional standard within the
network as this grows to scale. They will be responsible for the management
and development of their team including performance management, skills
training, providing feedback for continuous improvement, professional
development, hiring, transfers, culture and team motivation. They will also
contribute to the overall Customer Experience strategic plan and forming part
of the Customer Experience leadership team.

The position requires an individual who will drive key strategic initiatives
focused on improving efficiency and quality across multiple company verticals,
with support from global teams. Using data driven insights to make project
recommendations to implement, as well as drive project roll out at scale.

Key Responsibilities, Deliverables and Activities

> Provide exceptional leadership and support to the Service Center Associate Team leaders and their remote field based teams ensuring that they maintain Fenix Culture and standards of exceptional customer experience
> Drive innovation at our Service Centers to improve customer experience and/or increase the efficiency of the Service Centers
> Create tools and processes needed for the smooth day to day operations by the Service Center Associates (SCAs)
> Develop training materials and create scalable training systems and skills training
> Spearhead recruitment of new Service Center Associate teams in new locations, as part of the overall strategic last mile distribution plans

> Be responsible for the management and development of their team including performance management, providing feedback for continuous improvement, and professional development,
> Ensure effective communication and implementation of processes, policies,procedures and team motivation that drive the business at the Service Center level
> Where needed, proactively build relationships and collaborate with MTN dealers to align SCA activities with MTN dealer Key Performance Indicators
> Collaborate with the Sales Team and Portfolio health teams to drive growth and ensure customer retention
> Collect, analyze, and report data from monthly SCA activities and tools including but not limited to the use of SCA Scorecards, exceptional Customer Experience (CX ) standards, Service Center quality standards, Service Center network growth (including finding, preparation of MVP’s ( Business Case) and launching new Service Centers), inventory control, generating revenue through upgrade and new kit sales, customer follow ups etc
> Tracking within team budget and expenses, propose future costing and ensure budget adherence

> Identify relevant cost reduction strategies, ensuring implementation won’t be at the expense of other company goals, in particular customer experience
> Work with Director of Customer Experience on special projects related to Customer Experience or across country level operations as required

Required Skills & Experience

> 1-2 years professional/working experience managing teams and delivering after sales service and/ or customer service related fields
> Tertiary qualification – diploma or degree in Business Administration, Customer Services or relevant field
> Demonstrate passion for Fenix’s mission, values and customers.
> Working knowledge of customer experience, center management concepts and tools.
> Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
> Outstanding written and verbal communication skills both with teams and across multiple departments
> Critical thinker with strong strategic and competitive insights
> Effective negotiation skills
> Flexibility and willingness for rural travel spending up to 40% of the time in the field, getting to know the Fenix customer and their teams
> Intermediate skills with Excel, Word and Powerpoint.
> Organised and able to follow through and prioritize tasks
Strong attention to detail

> Proficiency in English and at least one local language (Nyanja or Bemba

Desired Skills & Experience

> Experience working in the field of renewable energy or financial services
> Experience working with last mile customers and managing remote teams
> Experience with Tableau, SQL or other data analytics tools
> Proficiency in other languages highly desired. Languages of particular interest include French, Tonga, Lozi and Kaonde

To Apply

Please submit your resume and cover letter through the job posting at
https://boards.greenhouse.io/fenixinternational/jobs/4086709003

In your cover letter, please be sure to highlight the following:

Why you are interested in Fenix International, and
What excites you about this particular role?

Fenix International offers a competitive salary and a fun, fast-paced and
high-growth work environment. We recognize the value of diversity in our
workforce, and encourage all qualified candidates to apply. We thank all
candidates who choose to apply, however, only those selected for a further
interview will be contacted.

To apply please visit [ boards.greenhouse.io
](https://boards.greenhouse.io/fenixinternational/jobs/4086709003) .

Apply Online Now




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National Service Centre Manager Jobs in Lusaka Zambia Fenix International Zambia Jobs in Lusaka Zambia? View and Apply National Service Centre Manager Jobs in Lusaka at Fenix International Zambia


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