Customer Relationship Officer -Ukunda, Kwale at Bridge Talent Management

Job Overview

We are looking for a customer relationship for our client, a growing social enterprise in the renewable energy sector. The role involves conducting effective after-sales visits to onboard customers, ensure correct product usage, supporting repayment compliance, and encouraging fuel reordering. This position requires strong communication skills, field mobility, and the ability to build trust with customers to reduce loan default risk.

Key responsibilities

Post Sale Visit 

• Collaborate with Call center agents & Adoption coordinator to pre plan 1st after sale customer visit
• Ensure proper pre onboarding exercise including ( company's connect app tutorial, Stove lighting)
• Execute after sale user visit as scheduled and assigned by the Adoption coordinator to effectively onboard the customer and provide (Product knowledge , Credit obligation , how to order? fuel and Sync)
• Company User - Product check list. Adoption agents will be responsible for a Pre onboarding check list to assess customer readiness to use the one stove and with any knowledge gaps

Post Onboarding visit

• Own the customer syncing and fuel re ordering - follow up by checking on customer product usage assess customer fuel needs and support with syncing and fueling
• Credit journey - Support consumer finance , call center with customer weekly payments - prompt follow up - leave flyer / Credit journey card (calendar) to ensure payment dates are well understood
• Soft touch maintenance - upskill customer on all soft touch one preventative maintenance - Fan clog , stove cooling , how to charge battery
• Customer feedback - customer satisfaction  scoring - product & support

Customer Self Service

• Support or coordinate customer - self service (syncing , fueling , payment) prior to handing over to Call center and Consumer finance
• Any other tasks assigned deemed necessary by management.

Requirements

• Diploma or Bachelor’s in Business, Marketing, or related field 
• Minimum 1 year of sales experience (preferably in telecom, energy, FMCG, or consumer goods)
• Proven communication, negotiation, and relationship-building skills
• Self-motivated with a strong target-driven mindset
• Comfortable working in the field and traveling to either Mombasa, Kilifi or Kwale 
• Excellent negotiation, conflict resolution, and problem-solving skills.
• Fluent in English & Kiswahili; knowledge of local dialects is a plus