Location: Kampala
Languages: Luo, Lunyoro, Lumasaba, Lugbar, Samia, Japhadhola
About the role:
The Customer Service Executive at Sun King will promote and deliver high-quality, professional service to our customers. You will effectively and efficiently resolve queries, take ownership of issues until resolution, and achieve productivity performance standards set by the Customer Service Function.
What you would be expected to do
Customer Education and Assistance:
- Offer comprehensive product and service education to customers efficiently and effectively.
- Handle customer queries with the utmost quality and professionalism.
- Provide timely assistance to the sales team in addressing prospective customer inquiries.
- Ensure customer information is accurately updated in the required tools as per standard operating procedures.
Query Management:
- Manage customer queries promptly to avoid long waiting times and high drop rates.
- Ensure all customer interactions are handled within standard handling times.
- Proactively listen and answer all queries efficiently while maintaining high service quality and standards.
Customer Relationship Management:
- Build and maintain good customer relationships, catering to a diverse customer base.
- Proactively contact dormant customers to resolve any pending issues.
- Help minimize defaults by reaching out to customers with delayed payments.
- Check customer satisfaction post-sale to increase customer retention.
Process Compliance and Improvement:
- Ensure process compliance and follow through on customer process recommendations.
- Report issues raised by customers that require immediate action or resolution by management.
- Initiate and implement corrective actions as needed to maintain an excellent standard of service and high customer satisfaction.
Performance and Reporting:
- Accomplish the customer service vision and mission by meeting key performance indicators set by the function.
- Gather and document information about the customer and the product via available systems.
- Be available to handle inbound and outbound traffic during both low and peak hours.
You might be a strong candidate if you:
- Hold a Bachelor’s Degree/Diploma in Social Science Studies or similar
- Possess basic knowledge of Excel spreadsheets and data entry skills
- Having experience in assisting customers is a plus
- Are open to working in a flexible and creative work environment with fast-evolving operations
- Have the ability to multitask while working under tight deadlines with close attention to detail
- Have the ability to remain professional and courteous with customers at all times
- Have excellent verbal and written communication skills – both in English and one of the native languages
- Can work in shifts
What Sun King offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards a profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
