The Customer Service Executive – Clean Cooking will be responsible for delivering timely, empathetic, and efficient support to Sun King customers in Kenya regarding their Clean Cook and LPG products. This role serves as the first point of contact for customer assistance, ensuring concerns are addressed quickly and professionally. Additionally, the Executive will play a crucial role in supporting new market rollout activities by providing essential feedback from the frontline.
Key Responsibilities (What you will be expected to do)
- Handle inbound and outbound customer communications across multiple channels (calls, SMS, email, WhatsApp).
- Respond to inquiries related to product usage, payments, installations, and service requests.
- Escalate unresolved or critical issues to supervisors and relevant departments.
- Record and update customer interactions in CRM tools with accuracy and clarity.
- Provide first-level troubleshooting support and educate customers on safe and effective product use.
- Monitor customer satisfaction and proactively follow up to ensure resolution.
- Share trends, common issues, and customer insights with the contact centre team to improve service delivery.
- Support customer onboarding efforts in new areas by answering queries and guiding them through product processes.
Qualifications and Candidate Profile
To be a strong candidate, you must have:
- A BA/BSc/HND qualification.
- At least 1–2 years of experience in a contact centre, customer service, or front-facing support role.
- Strong communication skills in English and Swahili, with the ability to connect with customers empathetically and professionally.
- Basic proficiency in using CRM tools, mobile apps, and communication systems.
- A strong customer-first mindset with a high sense of ownership and accountability.
- The ability to remain calm and solutions-oriented while effectively handling complex customer concerns.
- Familiarity with clean energy or LPG products is considered an added advantage.
