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d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy. Through f...
Job Summary:
The Customer Re-engagement Manager will be responsible for building a new team & function within d.light, aimed at re-engaging defaulted customers (PAR180+). The primary objective of this team will be developing new ways that the company can permanently resolve customer’s issues, whether that be Financial Constraint, Technical Challenges or a lack of Willingness to Pay.
As you build the Re-engagement Team, you will be leading and managing a growing team of Customer Re-engagement Officers, initially spread across a single Region in Kenya, but growing to be Nationwide. Your primary goal will be to ensure the effective re-engagement of customers older than 180 days from our portfolio. You will play a critical role in developing and implementing customer re-engagement strategies, ensuring compliance with regulations and the highest standards of Customer Experience in achieving set resolution targets.
Key Responsibilities:
Re-engagement Strategy:
Team Leadership:
Portfolio Management:
Compliance and Regulation:
Data Analysis and Reporting:
Customer Engagement:
Training and Development:
Budget Management:
Manage the allocated budget efficiently, ensuring cost-effectiveness.
Requirements
Qualifications & Characteristics:
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