Jobs

Call Centre Agent

Who we are:

Bboxx is a super platform, transforming lives and unlocking potential by providing access to essential products and services across Africa.

Bboxx has built a fully integrated operating system Bboxx Pulse®, backed by an extensive on-the-ground network to provide goods, services and utilities across Africa. We offer African households, businesses and communities a highly convenient and affordable way to access life-changing solutions, through last mile logistics and data-powered innovative financing methods.

Bboxx is championing the economic development of Africa, accelerating the transition to the digital economy and creating new markets. We are connecting both underserved rural communities and aspiring urban ones with services including clean energy, clean cooking, smartphones, and loans, enabling African consumers to unlock their potential. Bboxx is positively impacting the lives of more than 2.5 million people in 11 markets, directly contributing to 11 of the 17 United Nations Sustainable Development Goals.

Bboxx has over 3,000 staff across Africa and offices in the UK and China.

Role Brief:

Makes outgoing calls to customers across Bboxx portfolio, in accordance with our aftersales debt management processes; makes an intensive follow up call to all outright/upfront customers, pitching sales of new products and closing 50% of sales from such calls, receives incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carries out other customer interactions as required.

What you can expect to be doing:

  • Contact BBOXX outright/upfront/instalment customers by phone to pitch sales of new products
  • Encourage customers about adherence to payment plan
  • Handle incoming calls and provide solutions/advice to customers
  • Monitor and respond to incoming SMS
  • Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  • Maintain and update customer data in CRM
  • Identify and escalate priority issues
  • Complete call log
  • Follow BBOXX sales and aftersales processes
  • Accurate data entry and navigation of CRM
  • Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
  • Receive incoming calls from customers with technical issues
  • Respond by phone to requests for help or information made through our SMS system
  • Escalate customer issues that are not easily solved by telephone
  • Make calls in accordance to all relevant sales and aftersales processes

 

What we are looking for:

  • Excellent verbal communication skills
  • Ability to understand and adapt to customer needs
  • Excellent data entry skills and attention to detail
  • Organization and time management
  • Customer Service orientation
  • Resilience when faced with stress; Positive attitude and energy
  • Persuasiveness and problem solving skills
  • Previous call centre / sales experience is highly recommended.

 

Bonus experience if you have it:

At Bboxx, we celebrate our differences, and recognize the strength in the diversity of our people.  We are a global employer who believe in providing opportunities for all its employees to unlock their potential regardless of background, age, sex, race, religion, or personal beliefs.

We look to recruit individuals from all different backgrounds and encourage you to apply to roles you are passionate about, even if you need help from us to develop your skills.   We strive to create an inclusive environment and regularly celebrate the diversity of our people through events arranged by our Culture Committee.  Bboxx provides a workplace where you can be your authentic self and focus on our mission of transforming lives through access to energy!

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