Service Centre Team Leader Full-Time

About Fenix

Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. To date, Fenix has sold over 400,000 Solar Home Systems in Uganda and Zambia, bringing clean, reliable power for lights, phones, radios, TV and much more to over 2,000,000 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 – Benin, Côte d’Ivoire, Nigeria – and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.

About the Role

The Service Centre Team Leader (SCA TL)  is responsible for providing exceptional customer experience to Fenix customers in their region, via excellent management of their network of Service Centers. The SCA TL is directly responsible for leading their team to excellent performance in their region.

The SC TL owns responsibility for all Service Centre performance areas within their region including: exceptional CX standards, Service Centre quality standards, Service Centre network growth (including finding and launching new Service Centres), inventory control, upgrade sales, customer follow-ups, and vetting. The SCA TL is also responsible for their team including performance management, skills training, providing feedback for continuous improvement, professional development, hiring, transfers, culture and team motivation.

The SCA TL  is responsible for the KPIs of their Service Centres in their region, as well as contributing to the overall Mozambique CX strategic plan and forming part of the Mozambique Service Centre leadership team.

Job Description

1. Regional Service Centre Leadership: Customer Experience and Operations

• Own Customer Experience quality within region: Highlight CX issues within your region, escalate issues where necessary and connect directly with the right stakeholders to ensure exceptional CX for Fenix customers.
• Day-to-day team support: Provide daily direction, feedback, and communication to the team so that customer service is provided in a timely, efficient and knowledgeable manner, driving towards Fenix’s value to relentlessly pursue an exceptional customer experience.
• Communication between SCA team and leadership: Ensure that key information is passed on and understood by all team members. Collate their feedback and questions and pass on to the Service Center Manager/Head of Customer Experience in a timely fashion. Act as a communication bridge between the SCAs and other departments. Coordinate and lead weekly SCA calls.
• Performance management: Work with low, medium and high performers to identify improvement areas. Hold all Service Centres to their KPIs and take responsibility for improving the performance of individual SCAs through investing in their strengths and addressing their opportunity areas. Ensure all SCAs know their current performance and have healthy competition between them.
• False swaps and data quality: Ensure all SCAs are conducting proper diagnosis to inform swaps and taking sufficient notes.
• Upgrades: Work with Commercial and Product team to generate maximum revenue for Fenix in your region. Ensure each Service Center contributes to our overall goals of
• Operations and inventory: Manage inventory movement, tracking and control, ensuring WE DO NOT LOSE STOCK.
• New customer growth: Inspire (and ensure) the team is conducting vetting to on-board new customers
• Green portfolio: Inspire (and ensure) the team to maintain a green portfolio in their region
• Growth and Expansion: Source and open new Service Centres where necessary; project manage to new expansion.
• Budget, Costs and Approvals: Monitor costs within region, minimize overheads and control individual Service Centre budgets. Identify areas for cost savings in order to create value for our customers and our team (through Fenix Flames 2.0)
• New Innovations/Trials: Work with Head of CX to execute field trials and scale successful innovations in your region.
  Fill in for the Service Centre Associate position only when required.

2. Service Centre Leadership: Team

• Hiring: Hire and train new SCAs in line with regional growth.
• Training: Ensure the team is fully trained on all products, systems and services. Proactively work with Fenix HQ Product, and CX teams to identify new initiatives in advance. Work with Zambezi One QA team to ensure Customer Satisfaction responses feed back into team training and improvement.
• Team Feedback and Professional Development: Provide constant individual feedback to your team to grow, and ensure all team members are aware of their own development areas. Conduct regional trainings where required.
• Culture and Team Motivation: Build amazing culture through team motivation initiatives, socials and positive reinforcement. Includes coordinating when SCAs go on leave (rest and refreshment is important!)
• Team Performance Management: Ensure all team members know how they are performing relative to a) targets and b) the rest of the Service Centre team.

Required Skills & Experience

• Significant leadership and management experience;
• Very strong attention to detail;
• Work experience in a multinational company or financial institution, preferably with operations in Africa;
• Advanced quantitative analysis skills and proficiency in excel;
• Ability to manage a multicultural team of operations and accounting staff;
• Excellent english and other local languages proficiency, both written and verbal;
• Entrepreneurial spirit and collaborative nature;
• A passion for Fenix and our customers!

To Apply

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/.

Fenix offers a competitive salary, equity and a fun 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.