We are recruiting internally and externally for the role of Service Agent. Please see further details below



Role Title: Service Agent



Function: Services



Reporting Relationship (Line Manager): Regional Technical Officer



Location: Lagos



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


Qualified employees who meet above criteria should send respective CVs with a cover note to our official Careers email address, careers@lumos.com.ng. Subject should be job title (Service Agent).



This vacancy closes on Tuesday 14th May 2019.



Please note, applications not received by Tuesday 14th May 2019 will not be considered for this current opening.



This is an equal opportunity position for both internal and external candidates.



Wishing interested and eligible employees the very best.



Best regards

Human Resources