Customer Service Representative EcoSafi

EcoSafi is a venture backed renewable energy clean cooking company delivering a better, more affordable, and sustainable way to cook. Our locally made, renewable pellets are the hottest, fastest, and lowest cost source of cooking fuel, delivering the experience of LPG at less than the price of charcoal. Our mission is to bring happiness to our customers’ kitchens, saving them money while helping protect our environment and make an impact on climate change.
As a Ugandan-based company with Silicon Valley in our DNA, we’re using the latest tools to automate our customer experience, from mobile cloud CRM to an all electric delivery fleet. Cooking is all too often the number one source of CO2 emissions per family, and our ambition is as simple as it is bold: take trees off the dinner menu in Africa.
This is a chance to be part of a high growth company transforming how we cook for the better, while making a real and lasting positive impact . You must enjoy and thrive working in a fast paced, evolving environment, be willing and able to adapt quickly to changing circumstances, and have a proven track record of working with a diverse group of coworkers.
This is a chance to be part of a company that is transforming, shaping and changing how we cook in our kitchens, while making a real and lasting positive impact on the environment and climate
Role Overview:
As a Customer Service Representative for EcoSafi, you will be the first point of contact for our customers. Your primary responsibility is to assist customers with inquiries, order, resolve issues, and provide exceptional customer service. Your role is crucial in driving sales, retaining customers, and ensuring overall customer satisfaction through effective communication and support.

Key Responsibilities:
Targets: Achieve agreed upon targets and outcomes within schedule. Ensure a clear understanding of the targets set by the business.
Customer Support and Telesales:
• Handle inbound and outbound calls, emails, and live chat messages from customers.
• Provide assistance with inquiries, product information and technical support.
• Utilize telesales techniques to promote sales, promotions, new products, and additional services.
• Identify sales opportunities during customer interactions and effectively cross-sell or upsell products.
Order Management:
• Process orders, upgrades, cancellations, and refunds accurately and efficiently.
• Coordinate with logistics to track deliveries and resolve delivery-related issues.
• Ensure accurate customer account management in the CRM system.
Technical Assistance:
• Troubleshoot technical issues related to cook stoves, subscription services, and online platforms.
• Provide clear instructions and guidance to customers on product usage and troubleshooting.
Customer Engagement:
• Proactively engage with customers to gather feedback, address concerns, and promote new products or features.
• Build rapport with customers to foster long-term relationships and encourage subscription renewals.
Documentation and Reporting:
• Maintain detailed records of customer interactions, inquiries, sales, and resolutions.
Generate reports on sales performance, call metrics, customer feedback, and satisfaction levels.
• Provide insights and recommendations for improving customer service and sales processes.
Policy Compliance and Risk Management:
• Ensure compliance with relevant company policies
• Follow approved scripts at all times

Knowledge and Experience:
• Bachelor’s degree in business related fields
• Additional certification or coursework in customer service or sales is a plus
• Previous experience in customer service, telesales, or call center environment preferred.
• Proven track record in achieving sales targets and delivering excellent customer service.
• Excellent communication skills, both verbal and written, with strong persuasive abilities.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and work effectively in a fast-paced environment.
• Empathetic and patient demeanor when dealing with customer inquiries and complaints.
• Proficiency in using CRM systems and call center software preferred.

Skills and Attributes :
• Adaptive personality with the ability to learn and apply new sales strategies quickly
• Resourceful, energetic, self-driven, structured, and displaying a strong desire to take initiative
• Strong organizational, operational, and planning skills in a customer service and sales focused environment
• Highest professional standards of integrity
• A commitment to excellent customer service
• Strong written and verbal communication skills
• Superb interpersonal skills including the ability to quickly rapport with both customers, colleagues and all stakeholders
• Willingness to learn new skills
• Understanding the sales process and dynamics
EcoSafi is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, colour, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Uganda.