Posted:Aug 9
By:Hiring Kenya
Company Details
Industry:
Electrical/Electronic Manufacturing
Description:
Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the past year. Our products were recognized recently as 'the best solar lamp' in the Economist. Uniquely, we sell our life-changing Sun King solar home lights to off-grid families in India and Africa through a massive direct sales force of trusted, village-level sales agents that penetrate deeply into rural markets to promote our products home to home and build trust in our brand at a micro level. Today 5,000 active Saathis bring clean, safe light to 40,000 new off-grid homes each month. We're now expanding our distribution network from three states to the whole of rural India and East Africa, an under-penetrated market of half a billion emerging consumers. And we are releasing more trustworthy, aspirational products to keep our network busy. Specialties Rural marketing, Solar lighting, India, Africa
Job Description
The Role
- The Customer Service Executive – Clean Cooking will be responsible for delivering timely, empathetic, and efficient support to Sun King customers in Kenya. You will be the first point of contact for customers seeking assistance with Clean Cook and LPG products, ensuring their concerns are addressed quickly and professionally. You’ll also play a key role in supporting new market rollout activities by providing feedback from the frontline.
What you will be expected to do
- Handle inbound and outbound customer communications across multiple channels (calls, SMS, email, WhatsApp).
- Respond to inquiries related to product usage, payments, installations, and service requests.
- Escalate unresolved or critical issues to supervisors and relevant departments.
- Record and update customer interactions in CRM tools with accuracy and clarity.
- Provide first-level troubleshooting support and educate customers on safe and effective product use.
- Monitor customer satisfaction and proactively follow up to ensure resolution.
- Share trends, common issues, and customer insights with the contact centre team to improve service delivery.
- Support customer onboarding efforts in new areas by answering queries and guiding them through product processes.
You might be a strong candidate if you have
- Strong communication skills in English and Swahili, with the ability to connect with customers empathetically and professionally.
- At least 1–2 years of experience in a contact centre, customer service, or front-facing support role.
- Basic proficiency in using CRM tools, mobile apps, and communication systems.
- A customer-first mindset with a strong sense of ownership and accountability.
- The ability to remain calm and solutions-oriented while handling customer complex concerns.
- Familiarity with clean energy or LPG products is an added advantage.
Education: Degree, Diploma
Employment Type: Full Time
