Service Centre Supervisors

Role Overview

This position leads a peri-urban Service Center that operates exclusively for Team 1, combining direct walk-in sales with post-installation customer support. Day to day, you will welcome and convert walk-in customers, manage referrals and lead attribution, run the mandatory 24-hour welcome call and documentation validation process, and keep the installation and field service schedule moving. Your attention to process integrity protects early repayment performance and keeps the Pull Strategy auditable, so this role is as much about controls as it is about customer interaction.

Key Responsibilities

• Act as the primary on-site contact for walk-in customers, delivering tailored pitches for solar energy and mobile phone products, and onboarding all closed sales into SOL.RM on the same day.
• Run the Service Center’s three core daily functions: walk-in sales, in-store promotions, and customer service — handling inquiries, payment account questions, and system troubleshooting while escalating anything beyond your authority.
• Place a welcome call to every newly installed customer within 24 hours, confirm system handoff and usage terms, and validate installation sign-off sheets and customer documentation before dispatch to HQ.
• Maintain the master installation booking schedule for your jurisdiction, coordinate daily dispatches with last-mile technicians, and monitor service SLAs for pending or delayed maintenance requests.
• Log, track, and update every Referral Agent lead in the Prospecting App on the same day it is received, and serve as the administrative liaison for agents visiting the center.
• Escalate same-day any welcome call that reveals a customer unaware of their enrollment terms, a suspected fraudulent activation, a likely SLA breach, or a county compliance risk that could halt operations.
• Reconcile physical inventory on a weekly basis — solar kits, batteries, accessories, spare parts, and marketing materials — keeping variance under 0.5% and processing stock movements per policy.
• Monitor monthly compliance by tracking Single Business Permits, signage permits, and county trade licenses, and prepare the KPI roll-up for the Head of Commercial.

Requirements & Qualifications

• Bachelor’s degree or Diploma in Business Administration, Supply Chain Management, Customer Relationship Management, Finance, or a related field.
• 2–4 years of operational, administrative, or retail management experience, ideally in off-grid solar, PAYGO energy, microfinance, or telecommunications in Kenya.
• Working knowledge of Kenyan County Government licensing, single business permits, and local compliance requirements.
• Hands-on proficiency with inventory management software, CRM or custom PAYGO platforms, and Microsoft Excel.
• Strong verbal and written communication skills in English and Kiswahili.
• High attention to detail, organizational discipline, and firm ethical standards in handling stock and financial records.
• Customer-first, proactive problem-solving approach with the ability to manage competing priorities and escalate appropriately.