ONE POWER LESOTHO
๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฎ๐ฟ๐ฒ ๐๐ฒ๐น๐น๐ผ๐
OnePower Lesotho is seeking a Customer Care Fellow to serve as the initial point of contact for customer inquiries and issues and attend to them accordingly. OnePower Lesotho, a startup Independent Power Producer (IPP), has been selected as the preferred developer of a 20MW solar PV power plant in Lesotho (the first in the country). In addition to on-grid solar OnePower was incorporated with a mission to develop bankable pay as you go (PAYG) solar mini-grids for community electrification and is currently in the piloting stage in Lesotho.
๐๐๐ข๐ง ๐ฉ๐ฎ๐ซ๐ฉ๐จ๐ฌ๐ ๐จ๐ ๐ญ๐ก๐ ๐ฃ๐จ๐:
Serve as the initial point of contact for customer inquiries and issues, responding professionally, identify and resolve customer concerns, ensuring their satisfaction. Develop in-depth knowledge of power/electricity supply and provide accurate information to customers.
๐๐จ๐ ๐๐๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐๐ข๐ฅ๐ข๐ญ๐ข๐๐ฌ:
Customer Service and Issue Diagnosis:
- Serve as the first point of contact for customer technical issues, capable of interpreting customer complaints and diagnosing whether the problem is on our side/systems or the customerโs side.
- Develop effective strategies for addressing issues that may arise within our backend systems, such as smart meters, gateways, server, customer database, and payment platform.
โขLeverage technical knowledge to assist customers having difficulties with account details or mobile payment applications.
Operation and Maintenance Support:
โขUnderstand how customer care systems interface with the wider infrastructure of 1PWR, including generation and distribution functions.
โขAssist in general O&M technician functions when not performing primary customer care duties.
Customer Education and Outreach:
- Create informational materials and conduct outreach activities to educate customers on our systems and how to access assistance.
- Respond to customer inquiries through various channels such as telephone, text message, and email.
Customer Onboarding and Contract Management:
- Assist in managing the customer onboarding process, including the execution of contracts, collection of service connection fee payments, and issuance of receipts and documentation.
- The specific responsibilities of this position should be expected to adapt as needed as the company builds out this new department.
๐๐๐ช๐ฎ๐ข๐ซ๐๐ ๐๐ค๐ข๐ฅ๐ฅ๐ฌ ๐๐ง๐ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐:
- Bachelorโs degree in a relevant field preferred
- Strong written and verbal communication skills in English and Sesotho
- Strong multi-tasking and customer service skills; good attention to detail.
๐๐จ๐ฐ ๐ญ๐จ ๐๐ฉ๐ฉ๐ฅ๐ฒ:
email CV, certified transcripts and certificates, and contact information for three references to: [email protected]/ [email protected]. Desired start date is immediately- applications will be evaluated on a rolling basis as they are received.