Intern
Zola Electric Tanzania Ltd
07.2024 - 09.2024
- Customer Service Officer
- Responsibilities
- Delivered exceptional customer support via phone, email, and chat, ensuring a high level of client satisfaction and loyalty.
- Assisted customers in troubleshooting solar energy systems, inverters, and battery units, resolving issues efficiently and minimizing downtime.
- Processed new customer registrations, service activations, and payment verifications in the ZOLA system database.
- Educated customers on product usage, maintenance, and safety procedures to improve long-term system performance.
- Collaborated with field technicians and logistics teams to coordinate installations, maintenance visits, and warranty claims.
- Handled escalated cases professionally, applying conflict resolution skills to maintain positive customer relationships.
- Trained and mentored new Customer Care Agents on company procedures, call handling, and customer engagement standards.
- Achieved and maintained key performance indicators (KPIs) such as response time, first-call resolution, and customer satisfaction score.
- Contributed to the development of knowledge base materials and FAQs to improve customer self-service efficiency.