Technical Support (TS) provides engineering and technical support to Operation and Maintenance team at the Marafiq IWPP.

The main activities are the Engineering and Data Management in close coordination with Power Operations, Desalination and Maintenance departments.

Key tasks involve:

• Supports the process for ensuring that all of the power plant assets within the Marafiq are compliant with engineering policies and all relevant statutory obligations associated with asset.
• Monitoring and evaluating various relevant parameters to provide accurate information and provide analysis of the performance of the different process in the plant.
• Preparation and submission of daily, weekly, monthly and any other report required by the business.
• Assists in the implementation of this process on a cost effective and timely basis in conjunction with all other maintenance and overhaul activities.
• Supports the management of engineering changes on plant systems, to ensure that they are executed in accordance with relevant Marafiq procedures.
• Identify and manage asset reliability risks that could adversely affect plant or business operations.
• Lead the development and implementation of specific engineering work packages in support of these strategies as stand-alone activities or within the overall scope of major projects/overhauls.

Functions/ Task:             

Safety at Work

• Ensures the compliance of IMS. Ensure a safe working environment for himself, his colleagues and contractors while working on any equipment
• Ensures all  Method Statements Work Instruction and Procedures are followed by himself and Contractors while undertaking any work
• Reports any unsafe conditions in accordance with procedure
• Provide technical support for the change control process
• Carry out audits of compliance of all stakeholders within the Marafiq Team with relevant procedures for systems and implement corrective or improvement measures

Dimensions

• Track the production losses and abnormally high maintenance cost assets.
• Find ways to reduce those losses or high costs.
• In full partnership with the operations and maintenance teams develop plans to eliminate or reduce the     losses using good engineering practices and or RCA techniques.
• Provides technical support to operations, maintenance management and technical personnel.
• Has direct responsibility for managing overhauls and projects.
• Has responsibility for managing project expenditure.
• Delegated responsibility for the development of asset management strategies for all plant assets within Marafiq to deliver the required performance at minimum through life cost 
• Indirect responsibility for variable levels of support from other department and external resources

Key success factors:

• Implementation of all physical activities with zero HSE events
• All projects completed within agreed budgets and programs
• Implementation strategies that integrate with major overhauls and maintenance activities with minimal additional disruption
• Effective and productive use of resources to meet the needs of Operation and Maintenance teams

Knowledge, skills and experience:

Accountable for Outcomes:
 

• Manage the day-to-day activities of the assigned tasks to deliver its required objectives and effectively support other Operation and Maintenance team activities as required.
• To continually liaise with the Engineering, Operations and Maintenance Managers and other relevant stakeholders within the Operations and Maintenance teams to maintain an overview of the work scope items required to be implemented via overhaul and major project events over a broad time horizon.
• Guides efforts to ensure reliability and maintainability of equipment, processes, utilities, facilities, controls and safety/security systems.
• Lead the development and maintenance of an integrated planning process for Marafiq, which will effectively deliver these requirements, with the optimum balance of costs from plant downtime, resources and materials.
• To implement the strategies for asset integrity and statutory compliance of plant systems on a cost effective and timely basis. This will involve close co-ordination with other members of the Engineering, Operations and Maintenance teams to meet objectives via the efficient use of cross team resources
• Support the development and implementation of appropriate change control processes. Ensure that all changes proposed for plant systems are reviewed and confirmed as consistent with the requirements of asset integrity, statutory compliance, and functionality prior to implementation, and that all appropriate documentation, including revisions to plant data, is produced, disseminated and stored appropriately.
• Lead the detailed planning and co-ordination of each overhaul/major project event, including work packages being developed and implemented by other stakeholders within the O&M Team. Ensure that all resources (internal and external) and materials will be available as required. Manage the implementation of all activities, and ensure agreed HSE, quality, budgetary, program and resource productivity objectives are met.
• Take overall responsibility for the management of HSE (with the sole exception of safety from the system) through all stages of planning, co-ordination, and execution of activities. Co-ordinate HSE activities of other stakeholders and provide expert advice and support as necessary. Develop and implement appropriate and documented HSE management systems to ensure compliance with all statutory obligations, delivery of the required standards and continuous improvement. This shall include an effective internal audit regime to ensure compliance with objectives.
• Support relationship management with key component and overhaul service suppliers. Develop appropriate long term contract strategies to deliver the optimum balance of initial cost, technical risk and commercial liabilities. Ensure that all contracts are implemented in due time to support program objectives for the delivery of key parts (new or refurbished) and services.
• Provides technical support to operations, maintenance management and technical personnel

Job Context/Environment:

Reporting to the Engineering Manager, the post holder has delegated responsibility for planning and implementing all major project works undertaken by the Marafiq team and achieving the required HSE, technical, budgetary and program objectives.

The post holder will have a key role in the management of health and safety, and will need to take a proactive approach to developing appropriate management methods and promoting a positive HSE culture both within the Engineering team and other departments.

Proactive input to the planning processes for engineering, maintenance and operational activities by the post holder will be required in order to achieve the asset integrity objectives with minimum disruption to availability and with efficient use of internal and external resources. 

Working Relationships

The post holder will have working relationships at various levels both with internal and external personnel. Key internal relationships will include: the Operation and Maintenance Managers, the General Manager and all members of the Engineering Team.

Technical Support (TS) provides engineering and technical support to Operation and Maintenance team at the Marafiq IWPP.

The main activities are the Engineering and Data Management in close coordination with Power Operations, Desalination and Maintenance departments.

Key tasks involve:

• Supports the process for ensuring that all of the power plant assets within the Marafiq are compliant with engineering policies and all relevant statutory obligations associated with asset.
• Monitoring and evaluating various relevant parameters to provide accurate information and provide analysis of the performance of the different process in the plant.
• Preparation and submission of daily, weekly, monthly and any other report required by the business.
• Assists in the implementation of this process on a cost effective and timely basis in conjunction with all other maintenance and overhaul activities.
• Supports the management of engineering changes on plant systems, to ensure that they are executed in accordance with relevant Marafiq procedures.
• Identify and manage asset reliability risks that could adversely affect plant or business operations.
• Lead the development and implementation of specific engineering work packages in support of these strategies as stand-alone activities or within the overall scope of major projects/overhauls.

Functions/ Task:             

Safety at Work

• Ensures the compliance of IMS. Ensure a safe working environment for himself, his colleagues and contractors while working on any equipment
• Ensures all  Method Statements Work Instruction and Procedures are followed by himself and Contractors while undertaking any work
• Reports any unsafe conditions in accordance with procedure
• Provide technical support for the change control process
• Carry out audits of compliance of all stakeholders within the Marafiq Team with relevant procedures for systems and implement corrective or improvement measures

Dimensions

• Track the production losses and abnormally high maintenance cost assets.
• Find ways to reduce those losses or high costs.
• In full partnership with the operations and maintenance teams develop plans to eliminate or reduce the     losses using good engineering practices and or RCA techniques.
• Provides technical support to operations, maintenance management and technical personnel.
• Has direct responsibility for managing overhauls and projects.
• Has responsibility for managing project expenditure.
• Delegated responsibility for the development of asset management strategies for all plant assets within Marafiq to deliver the required performance at minimum through life cost 
• Indirect responsibility for variable levels of support from other department and external resources

Key success factors:

• Implementation of all physical activities with zero HSE events
• All projects completed within agreed budgets and programs
• Implementation strategies that integrate with major overhauls and maintenance activities with minimal additional disruption
• Effective and productive use of resources to meet the needs of Operation and Maintenance teams

Knowledge, skills and experience:

Accountable for Outcomes:
 

• Manage the day-to-day activities of the assigned tasks to deliver its required objectives and effectively support other Operation and Maintenance team activities as required.
• To continually liaise with the Engineering, Operations and Maintenance Managers and other relevant stakeholders within the Operations and Maintenance teams to maintain an overview of the work scope items required to be implemented via overhaul and major project events over a broad time horizon.
• Guides efforts to ensure reliability and maintainability of equipment, processes, utilities, facilities, controls and safety/security systems.
• Lead the development and maintenance of an integrated planning process for Marafiq, which will effectively deliver these requirements, with the optimum balance of costs from plant downtime, resources and materials.
• To implement the strategies for asset integrity and statutory compliance of plant systems on a cost effective and timely basis. This will involve close co-ordination with other members of the Engineering, Operations and Maintenance teams to meet objectives via the efficient use of cross team resources
• Support the development and implementation of appropriate change control processes. Ensure that all changes proposed for plant systems are reviewed and confirmed as consistent with the requirements of asset integrity, statutory compliance, and functionality prior to implementation, and that all appropriate documentation, including revisions to plant data, is produced, disseminated and stored appropriately.
• Lead the detailed planning and co-ordination of each overhaul/major project event, including work packages being developed and implemented by other stakeholders within the O&M Team. Ensure that all resources (internal and external) and materials will be available as required. Manage the implementation of all activities, and ensure agreed HSE, quality, budgetary, program and resource productivity objectives are met.
• Take overall responsibility for the management of HSE (with the sole exception of safety from the system) through all stages of planning, co-ordination, and execution of activities. Co-ordinate HSE activities of other stakeholders and provide expert advice and support as necessary. Develop and implement appropriate and documented HSE management systems to ensure compliance with all statutory obligations, delivery of the required standards and continuous improvement. This shall include an effective internal audit regime to ensure compliance with objectives.
• Support relationship management with key component and overhaul service suppliers. Develop appropriate long term contract strategies to deliver the optimum balance of initial cost, technical risk and commercial liabilities. Ensure that all contracts are implemented in due time to support program objectives for the delivery of key parts (new or refurbished) and services.
• Provides technical support to operations, maintenance management and technical personnel

Job Context/Environment:

Reporting to the Engineering Manager, the post holder has delegated responsibility for planning and implementing all major project works undertaken by the Marafiq team and achieving the required HSE, technical, budgetary and program objectives.

The post holder will have a key role in the management of health and safety, and will need to take a proactive approach to developing appropriate management methods and promoting a positive HSE culture both within the Engineering team and other departments.

Proactive input to the planning processes for engineering, maintenance and operational activities by the post holder will be required in order to achieve the asset integrity objectives with minimum disruption to availability and with efficient use of internal and external resources. 

Working Relationships

The post holder will have working relationships at various levels both with internal and external personnel. Key internal relationships will include: the Operation and Maintenance Managers, the General Manager and all members of the Engineering Team.

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGO) and mini-grids solutions provider in Africa. The company develops innovative, off-grid 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 instalments and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), 2.5 million customers and more than 12.5 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com  

www.linkedin.com/company/engie-africa

Job Purpose/Mission 

The Talent Management Centre of Excellence (COE) lead is responsible for shaping and executing a cohesive talent management strategy that aligns with EEA’s overarching business objectives. This strategic role fosters a culture of continuous growth, high performance, and future readiness across all EEA operations.

Leading a global team, the TM COE Lead will oversee key talent functions including talent acquisition, onboarding, learning and development, succession and performance management, This role is pivotal in building and sustaining a high performing workforce by identifying and nurturing top talent, driving business continuity and enabling career growth opportunities.

Through strong collaboration with business leaders and the People & Culture teams across all markets, the TM COE Lead will ensure implementation of a consistent and effective performance management framework, support leaders in managing talent and performance challenges and help embed a development oriented mindset throughout the organization. 

The ideal candidate

You are a passionate talent leader with a strong track record in driving people development and organizational growth. You communicate with clarity, influence at the executive level and turn strategy into action. With 2 -3+ years of hands on experience in talent management, you have delivered impactful programs across borders. You bring global perspective having worked in a multinational and outside of your home country and understand the unique challenges of diverse teams. Experience with HRIS Systems, project management, and consulting on people issues is essential. If you have helped organizations unlock their potential, we want to hear from you.

Responsibilities

• Develop global strategies, policies, and tools to guide talent management across EEA.
• Craft the EEA talent acquisition strategy to ensure a positive experience for candidates and hiring managers, identify skilled and mission-aligned team members, and balance efficiency with candidate quality.
• Manage executive requirements in collaboration with the Talent Acquisition team and senior leadership.
• Lead the sourcing and building of candidate pipelines for hard-to-fill roles.
• Oversee the annual performance management cycle and foster a culture of performance and feedback.
• Create strategies and systems to identify and nurture top talent and support the growth of team members.
• Develop internal talent pipelines and maintain regular touch points with team members identified for critical roles.

• Conduct annual succession planning, identifying opportunities and gaps, and developing strategies to support business continuity.
• Enhance onboarding processes across EEA, including Global Onboarding, Manager Onboarding, and In-Country Onboarding.
• Develop and implement a learning needs assessment methodology for EEA.
• Oversee the development of digital learning solutions.
• Lead the development and implementation of EEA’s leadership programs.
• Drive innovation through the MySol Academy, aligning with L&D initiatives to enhance our global catalogue and empower all employees with the skills to support internal and external customers, achieve goals, and deliver business results.
• Identify, engage, and manage relationships with external vendors, including recruitment agencies, learning partners, and technology systems.
• Measure and report on the impact of talent initiatives.
• Manage and review the team budget to ensure sufficient financial resources are available.
• Provide advice on research and development to continuously improve people practices.

At EEA, we set high standards for our managers, who are pivotal in delivering outstanding experiences for both our customers and team members. Our managers are instrumental in achieving EEA's ambitious goals, while also honing their leadership abilities and fostering the development of their direct reports.

We believe that great managers:

• Deliver ambitious results: As a high-performing and accountable leader, you foster an environment that encourages effective action and bold decision-making, driving successful outcomes and results.
• Act with integrity: As an ethical leader, you are honest, respectful, objective, and transparent, building a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader, you lead by example - you walk the talk, empowering and coaching your team with trust and humility.
• Be accessible: As an accessible leader, you cultivate deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: As an inclusive leader, you champion diversity and create a sense of belonging.

Requirements:

Knowledge and Experience:

• 10+ years in HR leadership roles.
• 2–3+ years managing Talent Management, L&D, and Performance Management.
• Exceptional communication and stakeholder management skills.
• Proven ability to influence, coach, and partner with executive leaders.
• Strong project management skills with a global track record.
• Expertise in recruitment, talent management, and learning.
• Successful in leveraging digital tools (ATS, HRIS, LMS, LinkedIn Recruiter).
• Proficient in using data and analytics for talent management.
• Energetic, decisive, and creative thinker.
• Solutions-focused with a proactive problem-solving approach.

Qualifications:

• BSc/BA in Business, Human Resources, or similar
• Master’s Degree, SHRM Certification, or the equivalent preferred

Language(s): 

• English
• French or Portuguese added value

 Technology:

• Advanced MS Office skills
• Expertise launching and utilizing digital tools (HRIS, ATS, LMS)

We thank all applicants for their interest, however due to the large volume of applications we 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! 

Are you someone who knows how to lead and inspire a team? Do you have a passion for optimizing production assets and ensuring process safety and cybersecurity? Are you ready to contribute to a carbon-neutral future that ENGIE aims to achieve by 2045?

Then ENGIE, the leader in the European energy transition, needs YOU!

For the Asset Management department, responsible for all production assets in Zone North (Antwerp, Ghent, Bruges, Brussels), we are currently looking for a Head of Asset Management (M/F/X)!

Your Responsibilities as Head of Asset Management:

• Lead a team of Asset Management Engineers, Process Safety Engineers, and Business Security Officers.
• Develop and adjust long-term maintenance strategies (LTMS) for the entire lifecycle of each asset.
• Manage risks by mapping and updating relevant return on experience and long-term risks, and determining mitigating measures to translate into LTMS strategies and project portfolios.
• Ensure process safety and cybersecurity of production assets.
• Organize audits and maintain contacts with insurers, including guiding total loss prevention audits and following up on recommendations.
• Document savings according to Group rules and participate in status and team meetings.

Your Profile as Head of Asset Management:

• Degree in civil or industrial engineering or equivalent experience.
• Extensive experience in the maintenance of energy production assets and knowledge of various degradation and aging mechanisms.
• Strong in data analysis and decision-making based on facts and figures.
• Excellent planning and structuring of activities and processes.
• Up-to-date knowledge of the latest developments in the sector.
• Effective collaboration and communication with other departments, colleagues, management, and external parties.
• Vision and leadership to define and realize a clear vision.
• Experience in team management and attention to the performance and development of employees.
• Fluent in Dutch and English, good knowledge of French.
• You always take responsibility for the health and safety of yourself and your colleagues!

We Offer You as Head of Asset Management:

• A full-time job and a permanent contract in a sustainable company.
• A welcome in a dynamic organization that values the well-being of its employees and diversity in their professional environment, certified by EDGE. EDGE-certified organizations have demonstrated their commitment to diversity, equity, and inclusion (DE&I) and have been evaluated against the highest global standards.
• The opportunity to be part of a new team of 5 people, immersed in a rapidly evolving environment.
• Training and on-the-job coaching to acquire the knowledge and experience necessary for your role.
• A competitive salary package with numerous extra-legal benefits, a company car or a green alternative through our mobility plan, group insurance, and hospitalization and outpatient insurance for the employee and their family.

JOUW HR CONTACTPERSOON 

Louise.Vandamme@engie.com

We believe any recruitment decision should be a sustainable one, taken by both parties and in full transparency. Don’t hesitate to reach out in case you have specific questions you want to get answered before applying.

* Research shows that men apply for a job when they meet 60% of the requirements, while women only apply when they believe they meet 100% of the criteria. What a waste! If you don’t meet all the requirements but are interested, let us know. We would like to get in touch with you!

Job Title:  Service Center Officer

Department: Customer Experience

Reporting line:  Service Center Coordinator

Job Grade: 11

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid 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 instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com  

www.linkedin.com/company/engie-africa

Job Purpose/Mission  

The purpose of the Service Center Officer at ENGIE Zambia is to provide exceptional customer service and support, ensuring efficient operations and customer satisfaction at the service center.

Responsibilities 

• Provide an exceptional customer experience to Engie Energy Access (EEA) Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers • Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience
• Managing administrative matters of the Service Center
• Adhoc duties as and when required by the manager or Head of Department

Knowledge and skills   

Experience: 

• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

Qualifications: 

• Tertiary qualification i.e. certificate or diploma in any business-related field
• Customer Experience skills/ experience

Job Title:  Service Center Officer

Department: Customer Experience

Reporting line:  Service Center Coordinator

Job Grade: 11

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid 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 instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com  

www.linkedin.com/company/engie-africa

Job Purpose/Mission  

The purpose of the Service Center Officer at ENGIE Zambia is to provide exceptional customer service and support, ensuring efficient operations and customer satisfaction at the service center.

Responsibilities 

• Provide an exceptional customer experience to Engie Energy Access (EEA) Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers • Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience
• Managing administrative matters of the Service Center
• Adhoc duties as and when required by the manager or Head of Department

Knowledge and skills   

Experience: 

• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

Qualifications: 

• Tertiary qualification i.e. certificate or diploma in any business-related field
• Customer Experience skills/ experience

Grade:           HL11 

Job Overview 

As a CX Call Quality Analyst at ENGIE, you will be responsible for inspiring other Customer Experience (CX) teams to constantly improve the way they serve our customers. This is an exciting role which requires understanding of both our customer base as well as our CX teams. We are looking for someone with the determination and vision to embody our core values while always ensuring an Exceptional Customer Experience. 

Key Responsibilities 

• Monitor and evaluate inbound and outbound customer calls thus measuring the quality of the customer experience that each Zambezi One team member is providing to our customers. 

• Carry out Monthly Customer Satisfaction and NPS surveys for the Service Centers and Zambezi One. To determine the quality of the interactions provided to our customers. 

• Track issues in the quality monitoring systems or tools. 

• Provides timely feedback to improve performance and develop training programs through monthly reports. 

• Works with other internal teams to define quality metrics. 

• Complete the required evaluation forms; a checklist which covers key areas built into call processes such as product knowledge, technical skills, and creating positive CX experience. 

• Suggest and identify process improvements, continue to contribute towards improvement of customer experience through constructive feedback while maintaining positive relationships and integrity with the broader customer experience team. 

Required Skills & Experience: 

• Ability to keep customer top-of- mind. 

• Exceptional listening and analytical skills.  

• Displays a harmonious and cooperative spirit projecting energy and enthusiasm 

• Demonstrate a high level of professionalism and integrity 

• Outstanding written and verbal communications skills with proven ability to transcribe content from local languages into English while maintaining the data quality. 

• Competency in Microsoft office packages and Google products such as Forms, Sheets, Docs and Slides 

Highly Desired Skills: 

• 3 - 6 Months of experience serving in the customer experience team with a record of good performance in providing exceptional customer service. 

• Good product knowledge and troubleshooting skills. 

• Fluent in at least 2 of the following languages:  

• Lozi, Tonga, and Kaonde (added advantage if you can speak three of them.)