Customer Assistant at PowerGen Renewable Energy

Job Description

As a Customer Assistant, you will be a key member of the Customer Engagement Team, focusing on supporting our East African customers who use electricity from our micro-grids each day. You will be based in the Kericho Business Unit, Kenya and you will report to the Customer Engagement Manager. 

What You'll Make Happen

• Providing post-installation customer service to micro-grid customers via phone and online channels as well as in-person through customer engagement site visits.
• Gathering information on current Customer issues and creating an Operations & Maintenance (O&M) ticket for each issue escalating it to the PowerGen maintenance team when necessary.
• Cross collaboration with the internal team to ensure issues are resolved effectively and efficiently to ensure Customer Satisfaction.
• Assisting with data gathering on the performance and customer behavior of PowerGen’s operational micro-grids.
• Coordinating logistics for field work, including transport, accommodation, and planning routes before embarking on any trips to the field. 
• Supervising and training other team members during all of the above areas as needed.
• Completing customer surveys and other data gathering and providing recommendations for improvement.
• Train customers on energy use, payment systems, and issue troubleshooting.
• Support and implement the identified customer initiatives to improve customer experience and improve electricity sales.
• Create and regularly update the Standard Operating procedures documents as and when issues emerge.
• Any other duty as assigned by your manager.

KPI's

• 100% customer tickets resolved within SLA
• Conduct CSAT and ensure a minimum of 50 survey complete calls by 30th June, 2022
• Convert 40% of zero users in the customer portfolio assigned to active users using continuous engagement throughout Q2.
• 100% UTK customer data segregation by gender type.

You Already Have:

• College Degree/Diploma or Certificate in related field
• Call center or Customer care experience is an added advantage.
• Willingness to work in shifts is a MUST
• Fluency in Kiswahili and English, both in written and oral communications
• Passion for serving and engaging customers
• Advanced proficiency in Microsoft Office, with exceptional Microsoft Excel skills
• Excellent written and oral communication skills.
• Enthusiasm in working for the field of renewable energy!

Benefits

• Competitive annual compensation
• Annual holiday bonus
• Medical insurance
• Flexible work schedule
• Professional development opportunities internally and externally
• Individualized career development
• Performance feedback and open-door company culture
• Team building and company-wide events
• Opportunity to work with a dynamic team of brilliant people passionate about electrifying Subsaharan Africa!