ENGIE Energy Access (Africa)
: Nairobi, Nairobi County, Kenya
Date : 2023-04-02
Job Title: Senior Area Admin-Team leader
Department: Customer Experience
Reporting Line: Head of Customer Experience
Location: Kenya (Nairobi)
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions
provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions
and life-changing services with exceptional customer experience. The company is a result of the
integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops
innovative, offgrid solar solutions for homes, public services and businesses, enabling customers
and distribution partners access to clean, affordable energy. The PAYGo solar home systems are
financed through affordable installments from $0.19 per day and the minigrids foster economic
development by enabling electrical productive use and triggering business opportunities for
entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across
Africa (Benin, Côte d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and
Zambia), almost 1.5 million customers and over 7 million lives impacted so far, ENGIE Energy Access
aims to remain the leading clean energy company, serving millions of customers across Africa by
2025.
www.engie-energyaccess.com
Job Purpose/Mission
The Customer Experience Department leads Support excellent (country-specific) customer
experience through a smart customer journey and insightful, responsive analysis. Create &
manage against a strategy and plan that speaks to the wider Group and Country strategic
objectives. Lead market research, customer & team insights, practices of competitors, analysis of
performance by business units, to inform strategy. Service Centers support Control supports the
management at the outlets, i.e., EEA outlets to ensure we take care of the customers before sales,
during sales and after sales which operate at the interface of Engie Energy Access Kenya, CX with
interface of Supply Chain and Sales, combining warehousing and customer- facing activities. The
CX support Control Administrator works with the Area Managers and Area Administrators to ensure
that all sales and handovers are reflected correctly in the database and all products are
activated in time, and assists Head of CX with channel support optimization by monitoring priorities
for delivering value, i.e., new products, replacement products, upselling referrals and cost
controls)
Responsibilities
to.
(for item exchange).
challenges.
alignment with other Area Administrators.
of Head of Customer Experience
Knowledge And Skills
Experience:
receive, only shortlisted candidates will be contacted.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an
inclusive environment for all. All applications are screened based on business needs, job
requirements and individual qualifications, without any regard to origin, age, name, sexual
identity, orientation or preference, religion, marital status, health, disability, political opinions,
union involvement or citizenship. Our differences are our strengths!
Department: Customer Experience
Reporting Line: Head of Customer Experience
Location: Kenya (Nairobi)
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions
provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions
and life-changing services with exceptional customer experience. The company is a result of the
integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops
innovative, offgrid solar solutions for homes, public services and businesses, enabling customers
and distribution partners access to clean, affordable energy. The PAYGo solar home systems are
financed through affordable installments from $0.19 per day and the minigrids foster economic
development by enabling electrical productive use and triggering business opportunities for
entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across
Africa (Benin, Côte d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and
Zambia), almost 1.5 million customers and over 7 million lives impacted so far, ENGIE Energy Access
aims to remain the leading clean energy company, serving millions of customers across Africa by
2025.
www.engie-energyaccess.com
Job Purpose/Mission
The Customer Experience Department leads Support excellent (country-specific) customer
experience through a smart customer journey and insightful, responsive analysis. Create &
manage against a strategy and plan that speaks to the wider Group and Country strategic
objectives. Lead market research, customer & team insights, practices of competitors, analysis of
performance by business units, to inform strategy. Service Centers support Control supports the
management at the outlets, i.e., EEA outlets to ensure we take care of the customers before sales,
during sales and after sales which operate at the interface of Engie Energy Access Kenya, CX with
interface of Supply Chain and Sales, combining warehousing and customer- facing activities. The
CX support Control Administrator works with the Area Managers and Area Administrators to ensure
that all sales and handovers are reflected correctly in the database and all products are
activated in time, and assists Head of CX with channel support optimization by monitoring priorities
for delivering value, i.e., new products, replacement products, upselling referrals and cost
controls)
Responsibilities
- Working with Regional Team to ensure support at different outlets and ensure proper
- Working closely with operations and Regional Teams on customer returns, repairs and
to.
- Full implementation of the service center ticketing system customer returns sorted within
- Working with the Area Administrators to ensure complete documentation on (Power hub)
- Ensuring product bundles and products carry the correct price tag in the Power Hub, in
- Generating weekly Handover reports
- Following up on items that are missing during handover and item exchange, following up
(for item exchange).
- Support team in advising and training Area Admins on use of Mysol Go when updates and
challenges.
- Supporting the implementation of product introductions, contract updates and other
alignment with other Area Administrators.
- Update and renewal of contractor ID's-on the DB, including extension of Area Admins
- Champion Service center pending cases to ensure customer queries /challenges are
- 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
- Support with stock points audits
- Overseeing the Service center team performance and management, coaching and
- Skill building and capacity development which entails recruitment and onboarding,
- Implementing Continuous Improvement processes and innovations through Customer
- Fostering Customer Care culture and adoption within the Service Centers through
- Improving Tools and Digital Technology Platforms which include tools for issue
of Head of Customer Experience
- Support Head of CX with policy documentation, implementation, and improvements
Knowledge And Skills
Experience:
- 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
- Computer-literate.
receive, only shortlisted candidates will be contacted.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an
inclusive environment for all. All applications are screened based on business needs, job
requirements and individual qualifications, without any regard to origin, age, name, sexual
identity, orientation or preference, religion, marital status, health, disability, political opinions,
union involvement or citizenship. Our differences are our strengths!
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