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  • Posted: Feb 10, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.
    Read more about this company


    Senior Area Admin-Team leader


    • Working with Regional Team to ensure support at different outlets and ensure proper processes are followed before sales, during sales and after sales
    • Working closely with operations and Regional Teams on customer returns, repairs and exchanges across EEA Kenya outlets and ensuring that no cases are pending unattended to.
    • Full implementation of the service center ticketing system customer returns sorted within 48 HRS.
    • Working with the Area Administrators to ensure complete documentation on (Power hub) on product handovers (via Mysol Go).
    • Ensuring product bundles and products carry the correct price tag in the Power Hub, in alignment with the product prices during handover
    • Generating weekly Handover reports
    • Following up on items that are missing during handover and item exchange, following up with the Area Managers and Area Administrators (for handover) or the Maintenance team (for item exchange).
    • Support team in advising and training Area Admins on use of Mysol Go when updates and changes are introduced or support with troubleshooting if an Area Admin faces challenges.
    • Supporting the implementation of product introductions, contract updates and other changes affecting Area Admins in close collaboration with the Head of CX and in alignment with other Area Administrators.
    • Update and renewal of contractor ID’s-on the DB, including extension of Area Admins contractor IDs to enable handover.
    • Champion Service center pending cases to ensure customer queries /challenges are addressed within 7 days
    • Support with solving any cases arising from Onboarding and welcoming calls-
    • Quality Assurance:
    • Ensure accurate handover of products and vetting process to ensure all submitted documents are availed as per agreed business rules and policies.
    • Support with stock points audits People Management
    • Overseeing the Service center team performance and management, coaching and training, drive incentives, and target setting
    • Skill building and capacity development which entails recruitment and onboarding, skills training, career development and Quality Assurance Assessment
    • Implementing Continuous Improvement processes and innovations through Customer Feedback systems and piloting & Scaling Interventions.
    • Fostering Customer Care culture and adoption within the Service Centers through culture, team values and accountability.
    • Improving Tools and Digital Technology Platforms which include tools for issue documentation and resolution as well as live performance tracking with consultation of Head of Customer Experience
    • Support Head of CX with policy documentation, implementation, and improvements across the department

    Knowledge And Skills


    • Working experience in Retail, customer facing management
    • Great Knowledge with data management and data entry
    • Good understanding of operations and business-to-customer (B2C) sales
    • Proven ability to analyze larger sets of data and strong attention to detail
    • Team player
    • Self-starter with a passion for EEA Kenya and its mission and Vision


    • Bachelor's degree in Business field
    • Knowledge in advance excel.


    • English fluency
    • Kiswahili fluency

    Method of Application

    Interested and qualified? Go to ENGIE on to apply

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