Job Title:                        Service Network – Team Lead                            

Department:                 Operations

Reporting Line:            Head of Operations    

Location:                      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, 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 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

https://www.linkedin.com/company/3055106

Job      Purpose/Mission 

​The Service Network Team Lead is responsible for managing ENGIE Energy Access Kenya’s Service Network unit and assuring the best after-sales services to our customers. His/her Team supports the Zonal Sales and Collection Managers to conduct frequent training of all Installation and Maintenance Technicians across the country to ensure the best possible customer experience.

The Service Network Team Lead and his/her team provide technical support for all field technical issues to fulfill customer happiness with ENGIE products and also ensures effective and consistent quality of service.

             Responsibilities

• Management of the Service Network Team to ensure good customer satisfaction via on time Product Installation and Resolution of Service Tickets as per the companies’ policies and processes.
• Accurate Documentation of Installation and Maintenance Cases through the companies Information Management Systems and Applications (Powerhub, Mysol Fix, etc.)
• Validation of System Installations to ensure availability of GPS coordinates and traceability of customers in cases of repossessions in cooperations with the Customer Finance Team
• Close monitoring of transport costs and commissions for all Installation and Maintenance Cases
• Supporting of on time payroll Management for Installation and Maintenance Contractors in close consultation with the EEA K’s Finance Team
• Identify Service network mapping Gaps within the different clusters advise ZSCMs and ZSCOs for recruitment of new technicians.
• Conducting trainings of identified and vetted Contractors for Installation and Maintenance of ENGIE Energy Access Kenya’s Products across the country
• Provide weekly Item Swap projections for Mysol Shops and Stock Points and ensure sufficient stock levels are available in consultation with the Service Center Manager and Logistics Team
• Management of required PPEs for all Installation and Maintenance Contractors and supervision of correct utilization
• Ensuring that all SND-related processes and policies are properly documented and up to date.

Knowledge and Skills 

Experience:

• ≥5 year of working experience in technical role within the solar industry related to EEA Ks (Solar technology, Battery technology, Solar controllers, Solar Panels)
• Hands-on leadership, team management and people development skills.
• Ability to work in a dynamic environment and enjoy multi-tasking and working under pressure to achieve deadlines and results.
• Very good organizational and interpersonal skills with proven ability in coordination’s between inter departmental projects.
• Good team player with a commitment to value-based leadership.
• Strong relationship building skills with a high degree of responsiveness, reliability and integrity.
• Self-motivated with persuasive, enthusiastic and client-centric focus.
• Relevant professional experience in handling installations and maintenance with proven ability to analyze larger set of data (high analytics skills)
• Knowledge on environmental impact assessment will be an added advantage.
• Willingness to travel in any geographic areas assigned within Kenya.

Qualifications:

• Degree/master’s degree in electrical engineering from recognized institution or any related social sciences studies.

Language(s): 

• English
• Kiswahili

Technology:

• Good computer skills (MS Office); experience with using databases is a plus.

Job Title:                         Loan Recovery Officer              

Department:                 Customer Finance       

Reporting Line:             Collections Manager  

Location:                         Nairobi, Kenya

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 instalments 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 Loan Recovery Officer is responsible for the receivables risk management (RRM). This includes among others, Portfolio management and Loan Workouts.

Responsibilities

• Carrying out customer work-out, including the following work-out categories to be applied to customers in late repayment through calling clients who are in early non repayment categories.
• Ensure proper documentation of open loan cases.
• Ensure customers are paying on time in assigned loan portfolio
• Negotiate with non-paying clients and give them solutions to bring them back on track to repayments through rescheduling.
• Recommend and work with external service providers on portfolio management by escalating repossession cases.
• Customer education to customers on impact on loan non-repayments.
• Supporting the analysis of causes for portfolio deteriorations
• Providing regular portfolio, compliance and routine report to the Loan Recovery Team Leader.
• Restructure loan repayment plan from delinquent clients as per policy and procedure

Knowledge and Skills 

 Experience:

• Experience in customer relationship management 
• Team player 
• Computer literacy, particularly good working knowledge of Microsoft Excel
• Self-starter with a passion for Mysol and its mission to plug in the world 

Qualifications:

• Holder of bachelor’s degree in business administration or any other related field
• 1-year Previous experience in loan recovery preferably in a call center setting.

Language(s): 

• English
• Kiswahili

Technology:

• Experience in technology required for the role

Job Title:                         Zonal Sales and Collections Manager

Department:                 Commercial

Reporting line:              Head of Commercial

Location:                         Nairobi, Kenya

Job Grade:                      HAY 15

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, 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 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 Zonal Sales and Collection Manager will oversee sales and collection in the zone under their stewardship and will be responsible for developing and managing a highly motivated sales team.

This is an exciting role which requires understanding our customer base as well as the diversity of the Kenyan renewable energy and financial market. The Zonal Sales and Collection Manager needs to have the determination and vision to embody our core values including: the ability to Think Big and Make It Happen, while always ensuring right execution daily.

Responsibilities

Sales Strategy and team leadership

• Breaking down Zonal Strategies into ward level tactics and driving implementation to achieve set KPIs.
• Communicate monthly & weekly Sales targets and providing required support to achieve them.
• Inspire, Motivate and Mentor Sales team at ward and zonal level.
• Ensure that the teams they oversee are highly motivated.
• Performance management for sales and collection within the zones to build capabilities of the team.
• Deliver zonal Sales Volumes as per Contribution target set and in line with revenue goals/Kit Mix.
• Continuously synthesize feedback from the field team and drive the resolution on challenges that may affect attainment of set goals.
• Recruit, Train and Retain Area Agent Leads as well as Sales Agents through cluster creation.

Customer Management

• Provide guidance to ensure field teams provide exceptional Customer Experience at every customer touch point in collaboration with Customer Experience Team.
• In collaboration with Customer Finance, drive the implementation of Repayment, Repossession and Customer Engagement Strategies.

Stock Management

• Manage stock availability within the hubs and stock points for purposes of market development.
• Manage stocks held by commission-based sales team in the field.
• Periodic reconciliation of stocks in the field with the sales agents as per the policy to mitigate stock loss.

Portfolio Management

• Manage zonal portfolio management by ensuring Customer repayments on advanced Loans
• Manage Sales teams to ensure collections are ongoing and Portfolio is quality as per set Targets per individual.
• Ensure the customers onboarded are reachable via the primary numbers as well as knowledge of their physical residence.

Reports/ Reporting

• Daily, Weekly and Monthly Reporting on ALL KPIs as required.
• Actively participate on monitors competition in collaboration with the Product Dev team.
• Escalate Identified risks and define possible mitigation measures.

At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.

We believe that great managers:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge and Skills

Experience:

• 6 years’ experience within service subscription industry/Micro Finance/Asset financing leading a team.
• Sales Success Track record
• Loan Sales & Portfolio Management experience
• Experience in the development of Sales Strategies and loan collection strategies.
• Computer skills in a Microsoft Windows environment.
• Good oral and written communication
• Experienced at multitasking under pressure against demands and deadlines, whilst always maintaining a positive and constructive attitude and demeanor
• Evidence of the practice of a high level of integrity, professionalism, confidentiality and maturity
• Flexible approach to working, able to pick up a variety of tasks/projects with minimal supervision
• Excellent organizational skills and attention to detail
• Agility and innovation

Qualifications:

• Bachelor’s degree in Business Administration or relevant field.

Language(s):

• English
• Kiswahili

Technology:

• Experience in Microsoft Suites

About ENGIE BU Africa ENGIE Energy Access

ENGIE Energy Access is a 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, 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 installments from $0.14 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 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.

Job        Purpose/Mission 

Call Center Quality Assurance Officer is responsible for a team of call center executives. QA’s ensure call center executives provide excellent customer service to customers. QA makes sure call center employees give accurate information in a courteous and professional manner by assessing both live and recorded calls and scoring them by using a defined scorecard. This role offers an excellent opportunity to self-challenge, drive results with excellence and innovate within the confines of a fast-growing start-up organization.

Call center Quality assurance Team is responsible with providing calibrations training on the overall calls quality and scripts standards within the call center and ensures representatives are providing thorough and accurate information; resolve issues to a high standard of customer satisfaction and practice First Contact Resolution (FCR) all times. Quality Assessor/s (QA) monitors Customer Call Centre Executives during in/outbound calls and assesses them for adherence to call processes, technical accuracy and overall delivery of customer service excellence. Further, QA provides an advanced call quality assessment and reporting overview which supports the department in accurately targeting effective coaching and training methods. The QA also analyze call center trends with the support of IT and Senior Data Analyst

Responsibilities

• Develop and implement call quality processes and standards designed to improve the overall ENGIE Energy Access customer experience
• Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met
• Provide objective assessment of Call Centre Officers compliance of process and adherence to procedures for calls with customers
• Use the quality call management tool to compile and provide performance review reports
• Design and implement training sessions for weak areas of Call Centre Agents, and conduct 1:1 coaching session
• Use the feedback mechanism to motivate executives via daily mail.
• Ensure call center has standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
• Provide Team support which includes:
  • Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
  •  Develop a weekly plan with the Quality Team to improve call quality amongst representatives
  • Escalate any roadblocks to supervisor immediately
  • Implement ideas for creating a professional, motivating and fun working environment within the call centre
• Perform Quality Assurance Evaluations
• Develop evaluation programs and Communicate performance standards and metrics to the team
• Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
• Monitoring agent’s performance to deliver valuable data that can help with the modification of agent behaviour, sales performance, and improving customer experience
• Ensure customer reports are logged in Solar Hub immediately.
• Monitor representative calls and assignments Management
• Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
• Assess representative performance based on required quality standards and protocols.
• Conduct 1-on-1 quality feedback sessions with Vall Centre executives if need be
• Coach Call Centre executives to achieve the required quality standards and daily metrics through set call protocols and system processes.
• Mentor and support call Centre executives to effectively serve customers.
• Evaluate Call Centre executive quality performance, and enact appropriate disciplinary procedures when required

Knowledge and skills 

Experience:

• Minimum of 3 years of experience performing Quality Assurance in a contact center environment in multiple channels (phone, chat, e-mail, social media).
• Experience developing and implementing QA programs highly preferred
• Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
• Exceptional listening and analytical skills
• Telemarketing/S Sales force experience in financial sector preferred
• Good knowledge of MS Office
• Good knowledge of new products on the market in the area of marketing (including digital marketing)
• High energy and enthusiasm
• Experience in financial services a plus
• Passion for ENGIE Energy Access´s vision to plug in the world

Qualifications:

• Bachelor’s degree in a Business related field  or any other related field.

Language(s): 

• English
• Kiswahili

Technology:

• Computer literacy, particularly good working knowledge of Microsoft Excel.

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! 

Job Purpose/Mission

The Zonal Sales and Collection Officer will be responsible for recruitment, retention and training of agents and support the zonal sales and collection manager in sales and collection.

Responsibilities

• Trainings of agents within the zones.
• Conduct and support customer education clinics within the zone.
• Develop individualized training plans for underperforming agents through trade accompaniment.
• Develop new approaches and techniques for making improvements in training programs.
• Measure the performance of trainees after the session.
• Screen and recruit agents that have a commercial and Credit (collection) Personality.
• Support the update of training materials.
• Maintain and update records of training sessions.
• Schedule training of new and old agents.
• Stay updated with current market trends and the changing demands of the zone sale environment.
• Support the zonal sales and collection manager in the management of the sales and collection agents, and area agent leads in the sales and collection activities to deliver targets.
• Working with tight deadlines and providing valuable input on projects to enhance and customize training processes to exceed operational needs.
• Diligently provide regular detailed status reports to your team while providing recommendations on corrective action if deliverables are in jeopardy

Knowledge and Skills

Experience:

• 3 years’ experience within service subscription industry/Micro Finance/Asset financing leading a team.
• Sales Success Track record
• Loan Sales & Portfolio Management experience
• Experience in the development of Sales Strategies and loan collection strategies
• Computer skills in a Microsoft Windows environment
• Good oral and written communication
• Experienced at multitasking under pressure against demands and deadlines, whilst always maintaining a positive and constructive attitude and demeanor
• Evidence of the practice of a high level of integrity, professionalism, confidentiality and maturity
• Flexible approach to working, able to pick up a variety of tasks/projects with minimal supervision
• Excellent organizational skills and attention to detail
• Agility and innovation

Qualifications:

• Diploma/Bachelor’s degree.

Language(s):

• English
• Kiswahili

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

 www.linkedin.com/company/engie-africa

Job       Purpose/Mission 

The Area Administrator is responsible for Customer experience in the Service Centers, logistics and stock and handover of products to customers that are eligible.

             Responsibilities

• To observe and record 100% accuracy handover per shop, For each handover, all relevant documents (corresponding customer contract, proof of ID, customer declaration form etc.) are scanned & uploaded per customer via Mtawi
• Physical stock counting (daily) and reconciling physical stock with stock levels on Tally software system.
• Matching of expected and submitted inventory, matching of stock figures (DB/Tally) and the physical stock count.
• Coordinating submission of daily/weekly reports of return and repairs within the responsible regions per Service Center
• Ensure customer education is highly conducted to promote customer satisfaction and Explaining after-sales service to the customer.
• Correctly transacting and tracking all incoming and outgoing inventory to ensure accurate stock levels are consistently maintained on Tally software system.
• Contribute to 10% of sales target as per the hub distribution and handle all walk-in customers at the Service Centers.
• Ensuring all licenses and regulatory data is up to date and correctly displayed as per the QA management policy.
• Fully implement the FIFO methodology within the Service Centers
• Display systems to be presentable, complete, clean, and working at any time.
• Achieve financial reporting on Service Center expenses month by month per region and as per the assigned Service Center.
• Storage room setup (proper arrangements of items, labelling, separation of spare parts (used and broken).
• Organizing all documents in designated folders (logistics documents and customer contracts)
• Gathering a benchmark data for assessment purpose and analysis of causes of portfolio deterioration.
• Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
• Displaying Mobisol SHS and appliances as instructed and ensuring a shop appearance in line with Service Center related guidelines.

Knowledge and skills 

Experience:

• 2 years’ experience in stock Management and customer service.
• Experience in customer relationship management.
• Team Player

Qualifications:

• Be a holder of a diploma, preferably in Business, Logistics and its related fields

Language(s): 

• English
• A native language

Technology:

• Computer Literacy

Job Title: Archiving Officer Intern (temporary position)

Department: Operations

Reporting Line: Warehouse Manager

Location: Nairobi, Kenya

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 

 As an Archiving Officer Intern, you will be responsible for overseeing the organization, preservation, and retrieval of records and documents within our archives. You will play a crucial role in   maintaining the integrity of company records and ensuring that they are accessible to those who require them.

              Responsibilities: -

• Record Management: Manage the organization's records and documents according to established archival standards and procedures.
• Documentation Preservation: Ensure the preservation and conservation of historical records, including paper documents, photographs, digital files, and other media.
• Cataloguing and Indexing: Create detailed catalogues and indexes of archival materials to facilitate easy retrieval and access for researchers and staff.
• Digitization Projects: Oversee digitization projects to convert physical records into digital formats, ensuring long-term accessibility and preservation.
• Access Control: Implement access controls and security measures to protect sensitive or confidential information within the archives.
• Research Support: Provide support to researchers, historians, and other stakeholders by assisting with inquiries and locating relevant archival materials.
• Compliance: Ensure compliance with relevant regulations, policies, and guidelines related to records management and archival practices.

Knowledge and skills 

Experience:

• Experience working in archives, libraries, or records management.
• Strong knowledge of archival principles, practices, and standards.
• Basic knowledge on Excel spread sheets and data entry skills.
• Experience assisting customers/clients with escalated issues.
• Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making.
• Excellent communications skills both written and verbal.
• Detail oriented and well-organized.
• Ability to multi-task, prioritize and manage time effectively.
• High level of self-motivation
• Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy, and quality always.
• Open to work in a flexible and creative work environment with fast-evolving operations.
• Positive attitude is a must for this role.

Qualifications:

• Bachelor’s degree in library science, Archival Studies or a related field.

Language(s): 

• English + Kiswahili

Technology:

• Ability to use basic Microsoft tools(Word & Excel)

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!