Full-Time Customer Experience Manager
PowerGen Renewable Energy is a micro-grid developer and Engineering, Procurement and Construction (EPC) company for Commercial and Industrial (C&I) solar projects in Africa. PowerGen is creating an African energy system that utilizes clean, renewable energy and smarter grids to deliver power to all.
We uniquely combine our mission – to build Africa’s future energy system, while improving lives through smarter power – with technical, on-the-ground expertise and an innovative business model. We build, own and operate AC micro-grids and C&I solar projects to bring power to residential, commercial and industrial customers. With over 120 employees, a 7,500 sq. ft. workshop and headquarters in Nairobi, offices in Tanzania, Nigeria and Sierra Leone, PowerGen is building a company that is set to have an impact on the energy sector in Africa for years to come.
What You Will Make Happen:
Curate a “Customer is King Culture”
Internally within the business unit and
Externally with our power users, partners and regulators
Customer Experience Management – Customer Acquisition, Training, Issue resolution
Prepare and execute Customer Experience Strategies
Educate, register and engage communities to increase customer count
Analyze data and create community profiles – demographics and psychographics to understand tariff bands, community behaviour and productive use opportunities .
Work with Operations & Maintenance (O&M) team and other business partners to improve current operations at existing micro-grids
Manage & supervise job creation initiatives for locals
Prepare & present dashboards to management with a view to KPIs such as ARPU, CSAT and Issue resolution times and other relevant SLAs
Manage the CRM and issue resolution and escalation interface
Functional Intelligence -Extract insights from data and customer touch points and report to management
Drive Growth in Recurring Revenue from Customers
- Drive revenue enhancement initiatives aimed at maximizing our customer relationship
Demand Stimulation -Identifying and upselling additional services, products
Product usage – Drive high customer activity rates inline with corporate goals
Customer sign up – Devise strategies on sign up of high value customers
Payments & Collections – Ensuring repayments are fully made for any services or products financed
Improve Function Quality – Continuous Improvement of Work Streams
Map the customer experience process flow identifying the key processes
Quarterly review current process flow to identify areas of improvement
Quarterly Audit function for inefficiencies and cost saving opportunities and present findings
Manage and optimize budgets & allowances
Site Selection & Community Mapping Support
Prepare and execute cost-effective enumerator strategies. Engage and secure entry to communities to support site activities
Approve entry logistics and journey plans for contractors for field work
Stakeholder Engagement – Communities , Local governments, Agencies etc.
Communicating effectively with village elders and councils to explain the microgrid concept, obtain land lease agreements, and ensure positive community relationships for micro-grid sites.
Liaise with government officials and other stakeholders to obtain all necessary permits, letters of introduction, licenses, leases and other documentation from regional and district offices required to meet BU mandates
Associate & Intern Training
Build and manage and create training content for a growing team of Customer Engagement Associates & interns to:
Provide pre, during and post-installation customer service support to the Business unit
Coordinate logistics for field work, including transport, accommodation, and planning routes before embarking on any trips to the field
Secondary Work Streams
Will be dictated by the corporate KPIs and Business Unit requirements.
What You Should Possess:
Excellent interpersonal and communication skills
First degree certificate in relevant field
5+ years experience in customer service
4+ years experience in a leadership role
PowerGen Renewable Energy
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