Executive

Job Description

Title: Executive

Company Name: GFA Consulting Group GmbH

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Contractual

Educational Requirements:
∎ B.Sc in Engineering, General and Applied Science, Business Administration from reputed university at home and abroad.

Experience Requirements:
∎ At least 1 year(s)
∎ The applicants should have experience in the following area(s): Customer Care, Good communication skills, Microsoft Office Applications, multicultural context

Job Context:
∎ GFA Consulting Group invites applications from suitable candidates for the position of "Executive" for the planned National Solar Help Desk hosted at Dhaka.
∎ SREDA is in the process of developing the National Solar Help Desk, where industries, manufacturers, service providers (Engineering, Procurement and Construction - EPC contractors) and consumers can be supported with relevant information and services. National Solar Help Desk will be complemented with a online portal with relevant informaiton. The Service Desk will also facilitate capacity building activities for various actors in the renewable energy sector.
∎ The establishment and initial operation of the National Solar Help Desk will be facilatated by German Technical Cooperation Agency, GIZ under the framework of Renewable Energy and Energy Efficiency Programme (REEEP II) and implemented by GFA Consulting Group.
∎ Contract period: 1 January 2021 until 31 October 2021

Job Responsibilities:
∎ A. Responsibilities
∎ Primary responsibility of the Executive is to support activities of the National Solar Help Desk. under supervision of Operation Manager.
∎ In this context, the position holder shall fulfil the tasks, including but not limited to the following:
∎ B. Tasks
∎ (1) Support to the webportal related to National Solar Help Desk
∎ (2) Support operation of National Solar Help Desk
∎ Receive query over phone/ email/ in person
∎ Create a ticket/entry for each query with details received from physical visit of user, phone call to hotline number or request sent by email.
∎ Respond to all tickets with correct answers and supporting documents as relevant
∎ Arrange for response for customized queries after discussion with supervisor.
∎ Follow-up on feedback on response and include in monthly report.
∎ Ensures that all queries are appropriately responded.
∎ Manage customer feedback on the support received from the Help Desk and generate report.
∎ Prepare a monthly activity report of the help desk.
∎ Develop the content of the monthly newsletter on the operation of Help Desk
∎ continuously enrich the contents of the web portal with approved knowledge products
∎ (3) Support Capacity Development activities of relevant stakeholders
∎ Develop concept, prepare presentations for capacity development training and awareness workshops.
∎ Support workshop management
∎ Contact participants before and after the workshop
∎ Send bulk SMS on information sharing using contact details of the users stored in the database.
∎ Create awareness among users by sharing updates on solar rooftop projects including policy, standards, guidelines etc. by email.
∎ (4) Support monitoring and evaluation
∎ Conduct field survey as per approved methodology
∎ Contact project developers for operational data
∎ Visit project sites as and when required.
∎ Development knowledge products based on assessment.

Additional Requirements:
∎ Knowledge of Renewable Energy is preferable
∎ At least 1-year relevant experience in research, communication or as Customer Care Executive is preferred.
∎ Fluency in written and spoken English and Bangla is a basic requirement.

Application Deadline: 12 Dec 2020

Company Information:
∎ 3 Dec 2020
∎ GFA Consulting Group GmbH

Category: Customer Support/Call Centre

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