Customer Care Executive

ENGIE Mobisol Kenya Limited is hiring a Customer Care Executive to join their dynamic Customer Experience team in Nairobi. This is an excellent opportunity for professionals looking to contribute to one of the most innovative clean energy providers in Africa.

• Position: Customer Care Executive
• Location: Nairobi, Kenya
• Employment Type: Full-Time, Fixed-Term
• Experience Level: Entry-level (less than 3 years)
• Salary Range: Competitive, commensurate with experience

About ENGIE Mobisol Kenya Limited

ENGIE Mobisol Kenya is a vital part of ENGIE Energy Access, a pan-African leader in providing off-grid solar and mini-grid solutions. The company was formed through the integration of Fenix International, ENGIE Mobisol, and ENGIE PowerCorner, bringing together expertise and innovation in the renewable energy sector.

ENGIE Energy Access is on a mission to provide affordable, reliable, and sustainable energy solutions that positively transform lives. Currently operating in nine countries—including Kenya—the company has empowered nearly 1.5 million customers and improved over 7 million lives through its cutting-edge Pay-As-You-Go (PAYGo) solar home systems and mini-grid installations.

Driven by a commitment to innovation and social impact, ENGIE Energy Access plays a key role in advancing clean energy access in underserved communities. The company fosters a collaborative, inclusive, and customer-focused culture, offering exciting growth opportunities for passionate professionals.

Job Description

The Customer Care Executive will serve as a vital point of contact between ENGIE Mobisol Kenya and its customers, ensuring that every interaction reflects the company’s dedication to exceptional customer service. The role is designed for individuals who are passionate about building relationships, resolving problems efficiently, and enhancing customer loyalty.

Reporting to the Customer Experience Department, the Customer Care Executive will manage inbound and outbound communication, troubleshoot technical issues, onboard new customers, and support various customer engagement campaigns. This position requires strong communication skills, critical thinking, and a proactive approach to problem-solving.

Key Responsibilities

Customer Interaction & Case Management

• Handle at least 90% of inbound calls, ensuring they are serviced efficiently and within the agreed turnaround times.
• Meet Service Level Agreement targets, with 80% of calls answered within 30 seconds.
• Resolve customer queries and technical issues, escalating complex cases to transversal teams where necessary.
• Create and manage Customer Care Cases for all inbound calls handled, ensuring complete and accurate documentation.

Customer Onboarding & Surveys

• Conduct onboarding calls for customers who have been with the company for one week, with a target of contacting at least 90% of these customers.
• Perform Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and other customer feedback surveys as assigned.

Operational Excellence

• Promptly escalate operational issues, including system downtime, SMS delivery issues, payment discrepancies, and network challenges, to the appropriate teams.
• Ensure 100% compliance with escalation processes related to post-warranty inquiries and transparently communicate terms to customers.
• Follow applicable policies, procedures, and guidelines when completing assigned tasks.

Sales Support & Campaign Participation

• Support sales growth by participating in outbound campaigns and contributing to Customer Retention Center (CRC) initiatives.
• Target contributing 10% of call center efforts towards sales and marketing campaigns as applicable.

Continuous Learning & Development

• Actively seek learning and development opportunities within ENGIE Energy Access Kenya.
• Participate in relevant training to enhance customer service skills and product knowledge.

Required Qualifications

• Bachelor’s degree or higher diploma in a business-related field.
• Minimum of 1 year experience in a customer service or call center environment, particularly in high-volume operations.
• Proficiency in Microsoft Office applications (Word and Excel).
• Basic understanding of CX software, with experience using 3CX being an advantage.

Preferred Qualifications

• Experience managing customer escalations and resolving complex issues.
• Demonstrated critical thinking and analytical skills to support decision-making.
• Strong verbal and written communication skills in both English and Kiswahili.
• Knowledge of another local language will be an added advantage.
• Detail-oriented, highly organized, and able to manage multiple tasks under tight deadlines.
• Proven ability to adapt in a fast-paced, dynamic work environment.
• Positive, customer-focused attitude with a commitment to delivering exceptional service.

Benefits and Compensation

• Competitive salary based on qualifications and experience.
• Comprehensive health insurance and wellness programs.
• Opportunities for career growth within ENGIE Energy Access’ expanding operations across Africa.
• Training and development programs to support continuous professional advancement.
• Inclusive work environment committed to diversity, equity, and equal opportunity.
• Flexible and supportive culture that encourages creativity and innovation.

How to Apply

To explore this exciting career opportunity with ENGIE Mobisol Kenya, please submit your application through the ENGIE Energy Access career portal. Include your updated CV and a cover letter outlining your suitability for the role. Shortlisted candidates will be contacted for the next steps in the recruitment process.

ENGIE Mobisol Kenya Limited is an equal opportunity employer. The organization is committed to fostering an inclusive and diverse workplace and encourages applications from individuals of all backgrounds. Reasonable accommodations are available upon request for candidates with disabilities.