Current Openings at d.light

The incumbent will be responsible for receiving, troubleshooting, analyzing and re-assigning tickets to regional service teams for action ensuring a seamless link between call center teams, digital channels, technicians and customers, to reducing repair TAT’s and enhancing customer experience.

Requirements

• Offer 2nd level support to & be the key contact point for aftersales escalations from call center, and digital platforms offering accurate and timely communication to all parties.
• Receive escalations from call center, social media, digital platforms etc. and follow-up with the regional aftersales teams to ensure service is delivered.
• Be the liaison for all 3rd party brand phones servicing from Nairobi 3rd party service centers & track their resolution times with the 3rd party SCs.
• Provide basic trouble shooting and guides to customers for any issues arising from usage, installation and repairs
• Assign and reassign tickets to service centers, field technicians to ensure customer complaints are addressed as per SLA’s
• Monitor repair speeds of the service partners and follow-up to ensure delivery of units to service centers and track their movements end to end
• Communicate repair timelines or statuses to customers to ensure customers are well updated on repair processes
• Conduct post repair surveys to ascertain repair done and confirm that units are now working fault free & use the information to support and guide the teams ensuring they deliver the required customer experience, quality of service and TATs
• Identify areas for development to ensure continuous improvement and efficiency in customer handling process
• Identify opportunities to improve product and service offerings based on the voice of the customer
• Identify, accumulate and analyze statistics that reflect on units handling performance
• Provide regular defined reports and initiatives to improve performance

KPIs

• 2nd level support to call center, social media, and digital platforms for all aftersales escalations
• 100% response & resolution for all tickets in-coming from call center and digital platforms.
• Follow-up to ensure customer units’ repair, delivery and resolution management
• Ticket resolution TATs & SLAs monitoring and reporting
• Conduct 10% post repair survey to customers on service quality and reporting on the same
• Any other KPIs as outlined by the business from time to time

Required Skills and Qualification

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, or a related field.
• Minimum 3–5 years of experience in a service coordination or tracking role.
• Proficiency in Microsoft Excel and CRM or ticketing systems.
• Strong communication and interpersonal skills.
• Excellent time management and attention to detail.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Good experience in handling d.light products

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• The Tax and Compliance Specialist is a key role within d.light Kenya’s finance team, responsible for ensuring full compliance with local tax regulations and statutory requirements. This role plays a critical part in safeguarding the organization against tax risks, enhancing internal controls, and aligning with global tax strategies. By ensuring accuracy, adherence, and proactive management of tax matters, the Tax and Compliance Specialist directly contributes to d.light’s mission of transforming 1 billion lives while maintaining the highest standards of regulatory compliance

Requirements

• Tax Compliance and Reporting
• Ensure timely and accurate preparation, submission, and reconciliation of statutory tax filings, including VAT, corporate income tax, PAYE, and other tax obligations.
• Maintain full compliance with Kenyan tax laws and proactively address potential tax risks.
• Prepare and manage tax schedules, ensuring alignment with financial reporting and audit standards.
• Collaborate with the Finance Controller to manage related party accounting and reconciliation.
• Tax Advisory and Transactional Tax Treatment
• Provide expert guidance on tax treatment for business transactions, including contracts, cross-border transactions, and capital expenditures.
• Advise on indirect tax implications, ensuring VAT and withholding tax compliance on payments to suppliers, contractors, and international entities.
• Evaluate new business initiatives, partnerships, and expansion projects for potential tax risks and benefits.
• Work with finance and legal teams to structure tax-efficient transactions in compliance with Kenyan and international tax laws.
• Tax Audits and Dispute Resolution
• Support the Finance Controller in coordinating tax audits and engagements with tax authorities.
• Respond to queries from tax authorities, ensuring timely resolution and mitigation of potential risks.
• Maintain detailed records and documentation to support tax filings, audits, and compliance reviews.
• Legislative Monitoring and Advisory
• Stay updated on evolving Kenyan tax laws and global tax regulatory changes, assessing their implications for business operations.
• Provide actionable recommendations to ensure the company's tax position is in full compliance.
• Internal Controls and Process Enhancement
• Collaborate with the Finance Controller and Group Tax Manager to develop, implement, and refine tax-related controls and procedures.
• Strengthen processes to enhance efficiency, accuracy, and regulatory compliance in tax workflows.
• Identify opportunities for continuous improvement in tax reporting and risk management.
• Cross-Functional Collaboration
• Work closely with the Group Tax Manager to align with d.light’s global tax strategies, including transfer pricing and cross-border tax considerations.
• Partner with internal teams, including finance, legal, and operations, to ensure seamless integration of tax compliance within business processes.

Desired Skills and Experience

Education

• Bachelor’s degree in Accounting, Finance, or Taxation.
• CPA, ACCA, or equivalent professional certification preferred.

Experience:

• Minimum 3 years of experience in tax compliance, audit, or regulatory reporting, preferably in a multinational or fast-paced environment.
• Proven expertise in Kenyan tax laws, including VAT, corporate tax, and payroll tax requirements.
• Experience managing tax audits, resolving disputes, and liaising with tax authorities.
• Experience in providing tax advisory for business transactions and operational tax planning is an added advantage.

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• The role of the OpCo Credit Manager is to support the OpCo’s customer-facing departments: Sales, Customer Experience, Field Collections & Aftersales to achieve their respective credit-related targets. They will manage the Kenya team’s field collections activities. They will also be responsible for the design, planning, management and implementation of key credit initiatives in other customer-facing departments as well as supporting & guiding management in the continuous improvement of their ongoing credit operations.

Requirements

The Roles and Responsibilities for the OpCo Credit Manager role include, but are not limited to, the following:

• Supporting the OpCo customer-facing Teams in the implementation of their credit strategy with the focus on achieving their credit risk & collections targets.
• Oversee the roll out of improvements to credit operations aimed at enhancing credit risk assessment, monitoring & management. This includes development, documentation, communication & rollout of projects for key initiatives, driving their implementation in the field, and coordinating their assessment against agreed success metrics & KPIs.
• Provide general support and guidance to the OpCo Managing Director / General Manager along with Heads of Departments as they implement credit initiatives and in their day-to-day operations.
• Alongside the relevant training managers, draft training plans, materials & improved procedure documents and support the execution of training to the relevant parties in the field and other stakeholders.
•  Provide day-to-day operational management of the Field Collections function in the OpCo.
• Prepare regular updates & reports on projects & performance for the OpCo GM / MD as well as to the Global Credit Operations Manager & Director of Credit Risk & Collections.
• Support the rollout of new Technology tools, Data & BI Dashboards and any features that impact the Field Collections Team, as well as providing up-to-date feedback and suggestions for their continuous improvement from the team’s perspective.

Key Performance Indicators (KPIs)

• The KPIs for this role cover the full range of credit-related activities of the OpCo, from Credit Assessment through Customer Journey & Credit Risk to Portfolio Quality.
• Early Risk
• Usage Rate
• Portfolio at Risk
• % Paid @ Milestones.
• Winback Rate
• Cash Collected.

Skills, Qualifications & Experience

• 5+ years work experience within the PAYGO industry, with working knowledge of credit management, collections operations and last-mile PAYGo sales best-practices.
• Proven track-record showing an ability to execute tasks on time and to a high standard.
• Excellent interpersonal skills in managing cross-functional teams to deliver complex projects.
• Excellent written and verbal communication skills for coordinating across teams.
• Fluency with computer applications, primarily the Google Suite (Slides, Docs, Sheets)
• Autonomy and initiative; ability to achieve results with little supervision.
• Ability for critical thinking, creativity and initiative to take decisions on-the-spot.
• Required to do regular fieldwork; mostly within Tanzania, but also across other d.light OpCos.
• Fluency in English & Swahili.
• A relevant degree or qualification is an advantage, but not essential for the role.