Customer Loyalty Executive at Sun King (Formerly Greenlight Planet)

Reporting to: Regional Business Manager

Key responsibilities for the role include:

• Intervene on the field when the collection score is
  • Visit 5 concerned EOs with collection score
  • Agree upon a plan with Head of Sales every Friday evening (for the next week Monday to Friday), as well as provide the detailed update on observations found.  
• Intervene through field staff on EOs whose Collection Scores are greater than 50 (in previous method, V2 Disable rate is between 30% to 49%) 
  • Once a week call all the ASMs affected and record feedback on a Google sheet with related details about the situation and the ASM’s plan to get it sorted.  Following each call expect to see login or Kazi calls being made by the ASM. 80% of calls should result into at least 5 successful Kazi calls made by the ASM.
• Driving Kazi app awareness, effectiveness and understanding in the field
  • Become the main point of contact for Kazi related requests and issues among the field staff. 90% of issues related to Kazi should be managed and followed up directly by the role. Keep track on a Google sheet of all the issues raised by the field staff and EOs as well as post requests for new improvements to be made on the pipeline kept by the developer.
• To make sure repossessions become standard practice in the field with spontaneous repossession become the norm and assisted repossessions are reduced to the most difficult cases. All repossession activity should be driven by Kazi app 
  • Gradually increase the ratio of spontaneous / assisted repossessions to 90% by the end of the year 2017. Maintain the ratio above 90%
  • 80% of due repossessions to be made or attempted within 2 weeks from the due date (60) days

Initiate Hiring and Manage the team of Collection Associate (Typically 1 per region) who would perform or help in the above mentioned tasks at an area level. 

We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia.  If this sounds like you, we would love to hear from you. Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise. 

Greenlight Planet believes in equal opportunity for all people, everywhere. It is the reason we exist! So, regardless of your race, color, religion, sex, marital status, sexual orientation, national origin, HIV/Aids status, disability or any other protected characteristic as established by law, we will accept your application and make a decision based on your suitability for the position.