<div><strong>Location</strong>: Antananarivo, Madagascar.<br /><br /><strong>About the role</strong></div><div>The Customer Service Executive (CSE) will play a blended role, handling inbound and outbound customer interactions across all contact centre channels, including voice and digital. The role will focus on delivering seamless customer experiences in French (primary working language), with bilingual skills (French + English/other local dialects) considered an added advantage.<br /><br />The CSE will serve as the first point of contact for customers handling inquiries, onboarding, sales verification, credit assessment, follow-ups, and issue resolution. The role requires balancing efficiency, customer-centricity, and product knowledge to ensure operational excellence, customer retention, and business growth.</div> <h2> What you will be expected to do; </h2> <ul><li>Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products</li><li>Credit assessment of potential clients to facilitate product purchase</li><li>Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements</li><li>Build repeat sales through strong customer relationships by focusing on customers’ wants and needs. </li><li>Ensure high customer satisfaction levels during customer onboarding and increase customer retention. </li><li>Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained</li><li>Attract potential customers by answering product and service questions and suggesting information about other products and services offered</li><li>Resolve customer queries on calls both incoming, outgoing calls / tickets.</li><li>Handle customer complaints within a stipulated time frame while providing  appropriate solutions and alternatives for resolution.</li><li>Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms</li><li>Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket</li><li>Proactively flagging off any surge on customer complaints trends to enable assessment of customers’ needs to achieve satisfaction.</li><li>Build sustainable relationships and rapport with customer accounts through open and interactive communication</li><li>Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.</li><li>Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service</li><li>Conducting FSE onboarding, and manage all incoming queries </li><li>Manage inbound and outbound calls and digital queries (chat, email, social platforms), ensuring quick and effective resolutions.</li><li>Perform any other duties that may be assigned.  </li></ul> <h2> What Sun king offers </h2> <ul><li>Professional growth in a dynamic, rapidly expanding, high-social-impact industry</li><li>An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.</li><li>A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.</li><li>Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.</li></ul><div><strong>We place great importance on sustaining a diverse, inclusive work environment. </strong></div><div>We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.</div><div><br /></div><div>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.</div><div><br /></div>