Senior Associate, Operations (West Africa)
Greenlight Planet
Lagos
6d ago

Who we are

Greenlight Planet designs, distributes, and finances the purchase of solar powered home energy solutions for the world’s 1.

3 billion under-electrified consumers. We are market leaders in the distributed off-grid solar industry, and our Sun King™ products have enabled 76 million people around the world to access clean, reliable, solar powered light and energy at home.

Sun King products range from portable solar lamps, to more robust multi-light solar home systems, to solar powered televisions and fans and energy efficient inverter bulbs.

  • Our products drastically improve quality of life for those that lack reliable electricity access : they help extend the number of productive, income generating hours in a day;
  • they enable children to study after dark; they allow families and communities to gather safely to socialize after sunset;
  • and when replacing field based sources of light like kerosene lamps, they reduce exposure to indoor air pollution.

    We reach our customers through two distinct business models : a vast network of more than 300 distribution partners across 40 countries, and through our EasyBuy™ Direct sales channel, where we sell directly to consumers in India, Kenya, Myanmar, Nigeria, Tanzania, Uganda, and Zambia through a network of more than 7,000 commission sales agents.

    Our customers have the option to purchase these products up front or to pay for them through an installment payment plan over a period of 4-18 months through our Sun King EasyBuy™ line, our technology enabled pay-as-you-go’ (PAYG) systems.

    Greenlight employs more than 1,500 people in 11 countries across sub-Saharan Africa and Asia. We are passionate about serving off-grid customers, and we are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.

    The team you would join :

    Our customer service team in Kenya supports Greenlight’s pay-as-you-go (PAYG) direct sales channel which is rapidly growing its presence in Kenya and has been there since 2014, we are looking for experienced customer service agents to support our sales team.

    Key attributes being, Fast learning and adaptability to process changes, as well as KPI changes as they evolve with business demands over time.

    Well conversant with technology as we're using different systems on day-to-day operations in our call center. The Customer Service Executives will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while managing client expectations and product issues effectively.

    What you would be expected to do :

  • Initiates and / or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
  • Conduct customer verification process prior to purchase of products
  • Credit assessment of potential clients to inform product purchase
  • Identification of fraud / duplicated and / or inaccurate records and data of prospective clients
  • Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.
  • Ensure high customer satisfaction levels after a sale and increase customer retention.
  • Gather and document information about the customer and the product.
  • Perform any other duties that may be assigned.
  • Attract potential customers by answering product and service questions and suggesting information about other products and services offered
  • You might be a strong candidate if you :

  • Have a Degree in a Business Administration / Customer Service Management or any business related field
  • Possesses excellent interpersonal skills.
  • Has clear and straight to the point communication skills with fluency in both written and spoken English and Swahili
  • Can demonstrate problem solving ability and attention to detail
  • are passionate about positively impacting the lives of rural consumers.
  • What we offer (in addition to compensation and statutory benefits) :

  • An opportunity to grow as a professional in a dynamic, fast growing, high impact industry;
  • The chance to work in an open minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;
  • 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 Greenlight Academy.
  • We place great importance on sustaining a diverse, inclusive work environment.

    We believe that diversity (of race, gender, sexual orientation, religion, ethnicity, national origin, personality type, perspective, and all the other fascinating characteristics that make us different) enriches innovation and our competitiveness in the market.

    We strive to ensure diverse perspectives inform critical decisions, and we actively work towards ensuring all Greenlighters feel like they belong.

    We also know that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

    Greenlight recruits, employs, trains, compensates and promotes individuals based on experiences and demonstrated job performance, regardless of race, color, religion, sex, marital status, sexual orientation, national origin, HIV / AIDS status, disability, or any other protected characteristic as established by law.

    What to expect from us, after you submit your application :

    The first step is to apply for the job opening through Greenlight’s career website or by emailing your resume to one of our HR representatives.

    You can expect an email response within three weeks regarding the status of your application. If you are shortlisted for consideration, we’ll set up a conversion with you to learn more about your interests and background, share more about the job requirements and Greenlight Planet, and to answer any initial questions you may have.

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