Customer Service Executive

Role Overview

• Gather and document customer and product information and perform customer verification prior to product purchase.
• Conduct credit assessments of prospective clients to facilitate product purchases.
• Identify fraudulent, duplicate, or inaccurate records and handle them according to business requirements.
• Build repeat sales through strong customer relationships by focusing on customers’ needs and preferences.
• Ensure high customer satisfaction during onboarding to increase retention.
• Initiate and implement corrective actions as needed to maintain an excellent standard of service and high customer satisfaction.
• Attract potential customers by answering questions about products and services and suggesting additional offerings.
• Resolve customer inquiries via incoming and outgoing calls and support tickets.
• Handle customer complaints within designated timeframes, providing appropriate solutions and alternatives.
• Achieve first-contact resolution for complaints raised across our platforms.
• Accurately escalate customer issues that cannot be resolved on calls or tickets.
• Proactively flag any increases in customer complaint trends to enable assessment of customer needs and improve satisfaction.
• Build sustainable relationships and rapport with customer accounts through open and interactive communication.
• Keep records of customer interactions and provide accurate, valid, and complete information using the appropriate tools and methods.
• Provide regular feedback on pain points and areas for improvement to help increase efficiency in delivering world-class customer service.
• Conduct FSE onboarding and manage all incoming queries.
• Manage inbound and outbound calls and digital queries (chat, email, social platforms), ensuring timely and effective resolutions.
• Perform any other duties as assigned.

Requirements

• Diploma or degree in Business Administration, Customer Service, Social Sciences, or a related business field.
• Minimum of 1 year of experience in a busy call center environment.
• Basic computer skills to perform guided troubleshooting of personal internet access and tools, and to use online meeting platforms (e.g., Google Meet, Zoom) and MS Office applications.
• Excellent interpersonal and soft skills with strong discipline and time management.
• Clear, concise communication skills with fluency in both written and spoken French and English (fluency in Malagasy, Betsimisaraka, or another local dialect is an advantage).
• Demonstrated problem-solving ability and strong attention to detail.
• Ability to multitask and ensure key deliverables are met while working from home.
• Ability to work with minimal supervision.
• Ability to remain calm during difficult conversations.
• Motivated, passionate, and excited about bringing ethical, affordable energy to homes in Africa. If this describes you, we would love to hear from you.
• Sun King provides a comprehensive compensation package, a positive and enjoyable work environment, and opportunities for continued professional growth within a fast-growing global company.

Benefits

• Professional growth in a dynamic, rapidly expanding, high-impact industry.
• An open-minded, collaborative culture of enthusiastic colleagues driven by innovation and meaningful impact on people and the planet.
• A truly multicultural experience, with the opportunity to work with and learn from people across different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs through the Sun Center for Leadership to help you grow as a leader, manager, and professional.

We place great importance on sustaining a diverse, inclusive work environment. We believe innovation and understanding come from diversity across all spectrums. We work to ensure every Sun King team member feels they belong, recognizing that sustaining an inclusive workplace requires ongoing, conscious effort.

Sun King recruits, employs, trains, compensates, and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.