Customer Care Associate at PowerGen Renewable Energy

Job Description

What You’ll Make Happen:

• Providing post-installation customer service to micro-grid customers via phone and online channels as well as in-person through customer engagement site visits.
• Gathering information on current micro-grid issues and creating an Operations & Maintenance (O&M) ticket for each issue escalating it to the PowerGen maintenance team when necessary.
• Following up on all issues with customers, the PowerGen team, and external partners as necessary until each case is resolved.
• Assisting with data gathering on the performance and customer behavior of PowerGen’s operational micro-grids.
• Tracking OIRs and preparing reports for management on grid operations, customer feedback and other data.
• Coordinating logistics for field work, including transport, accommodation, and planning routes before embarking on any trips to the field.
• Supervising and training other team members during any and all of the above areas as needed.
• Completing customer surveys and other data gathering.
• Train customers on energy use, payment systems, and issue troubleshooting

What Excites You:

• A fast-paced environment where constant change is the norm and individual initiative-taking is encouraged
• Working both in the office and in the field
• Contributing to rural electrification in East Africa
• Building a clean energy future
• A passion for organization, details, and precision in all you do

You Already Have:

• University degree in related field
• 2+ years’ relevant work experience in customer service, call center or similar field
• Fluency in Kiswahili and English, both in written and oral communications.
• Passion for serving and engaging customers.
• Knowledge of the energy, clean tech or utility sectors.
• Advanced proficiency in Microsoft Office, with exceptional Microsoft Excel skills.
• Excellent written and oral communication skills, as well as strong interpersonal skills.
• Practiced flexibility to lend a hand wherever needed.
• Enthusiasm in working for the field of renewable energy