Call Centre Agent- Kilifi at African Clean Energy

As ACE Kenya expands its operations, the Call Centre Agent will play a critical role in supporting credit risk management, loan recovery, customer engagement, and field operations across our locations in Kilifi. 

At African Clean Energy, you will:

• Conduct day to day customer calls through contacting/texting assigned customers that have upcoming payments in two days using CRM system
• Contact assigned new customers to welcome them to African Clean Energy.
• Contact assigned customers at the point of entering arrears to arrange payment or identify issues that are preventing the customer from paying
• Daily review and report the operations of the customer calls with CFM.
• Resolve customer support cases that hinder ACE from receiving payments, ensuring timely follow-up and documentation.
• Update incorrect or outdated contact information to ensure accurate communication
• Conduct customer training for stove usage
• Conduct customer training for payment model
• Complete customer satisfaction calls and document the outcomes of the satisfaction and survey calls. 
• Review the outcomes of the satisfaction and survey calls and report to CFM.
• Any other tasks assigned deemed necessary by management.

We’d really like to hear from you if you have:

• Bachelor’s degree in Finance, Economics, Business Administration, or a related field 
• Proven experience in debt collection, loan recovery, or related call‑centre credit roles.
• Basic understanding of debt recovery strategies and credit processes.
• Excellent communication—English required, Kiswahili essential, local dialects a plus.
• Analytical mindset, negotiation skills, ability to work under pressure.
• Proven ability to achieve targets and deliver results consistently. 
• Self-motivated, proactive, and able to work independently. 
• A strong connection to the local communities in Mombasa is highly preferred
• Results-driven with the ability to focus on achieving set objectives and goals.
• Must be a native of the location applied for.
• Computer literate—MS Excel, CRM proficiency.
• Willingness to travel frequently and work flexible hours