Department: Customer Experience
Reporting Line: Service Center Team Lead
Location: Nairobi
About ENGIE BU Africa ENGIE Energy Access
ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life- changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
www.engie-africa.com www.linkedin.com/company/engie-africa
Job Purpose/Mission
We are seeking a motivated and detail-oriented Service Centers Intern to support the Service Centers Team Leader in overseeing operations across 56 service centers nationwide. This role will provide hands-on experience in managing day-to-day operations, analyzing performance metrics, and contributing to process improvement projects in a dynamic and growing solar energy company.
Key Responsibilities
- Inventory Management: Help track inventory levels across the service centers, ensuring sufficient stock of key components and minimizing downtime due to shortages.
- Stock Reconciliation – Prepare the weekly & monthly stock reconciliation report.
- Data Collection & Analysis: Assist in gathering and analyzing operational data from all service centers, including KPIs such as service times, SLA adherence on customer cases, and customer satisfaction scores.
- Reporting: Prepare weekly and monthly reports on the performance of each service center, highlighting trends, issues, and areas for improvement and training Gap analysis
- Projects Support: Assist in the implementation of new tools , softwares, and processes to improve operational efficiency and service quality across the centers.
- Customer Support Analysis: Review customer feedback and complaint data, collaborating with the customer service team to resolve recurring issues and improve service quality.
- Administrative Duties: Support the day-to-day administrative functions, including meetings coordination, and document preparation – (Rent invoices, Contractor Payments, Permits & Licenses, Petty Cash)
Qualifications
- Education: A Bachelor’s degree in a relevant filed
- Skills:
- Strong analytical and problem-solving abilities.
- Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks and prioritize effectively.
- Experience:
- Previous internship or project work in operations, supply chain, or customer service is a plus but not required.
Key Competencies
- Attention to Detail: Ability to spot inefficiencies and areas for improvement in data and processes.
- Team Player: Willingness to collaborate across departments and service center locations.
- Self-initiative: Ability to work independently with minimal supervision, as well as part of a larger team.
- Adaptability: Capable of handling change and working in a fast-paced environment.
Benefits
- Gain hands-on experience in managing operations across multiple service centers.
- Work in the growing renewable energy sector.
- Opportunity to contribute to meaningful operational improvements in a national service network.
- Mentorship and professional development opportunity
