Job Purpose

The Customer Experience Department leads Support excellent (country-specific) customer experience through a smart customer journey and insightful, responsive analysis. Create & manage against a strategy and plan that speaks to the wider Group and Country strategic objectives. Lead market research, customer & team insights, practices of competitors, analysis of performance by business units, to inform strategy. Service Centers support Control supports the management at the outlets, i.e. EEA outlets to ensure we take care of the customers before sales, during sales and after sales which operate at the interface of Engie Energy Access Kenya, CX with interface of Supply Chain and Sales, combining warehousing and customer- facing activities. The CX support Control Administrator works with the Area Managers and Area Administrators to ensure that all sales and handovers are reflected correctly in the database and all products are activated in time, and assists Head of CX with channel support optimization by monitoring priorities for delivering value, i.e. new products, replacement products, upselling referrals and cost controls).

Roles & Responsibilities

• Working with Area Managers to ensure support at different outlets and ensure proper processes are followed before sales, during sales and after sales
• Working closely with supply chain on all returns and repairs at the EEA Kenya outlets and ensuring that no cases are pending unattended to.
• Working with the Area Administrators to ensure complete documentation in the EEA Kenya database (DB) on product handovers facilitated and documented by AAs (via mTawi).
• Ensuring product bundles and products carry the correct price tag in the DB, in alignment with the CO.
• Follow up in the DB on the extra sales / upselling of appliances that are submitted by Area Managers and Area Administrators via mTawi.
• Following up on items that are missing during handover and item exchange, following up with the Area Managers and Area Administrators (for handover) or the Maintenance team (for item exchange).
• Assisting the IT team in advising and training Area Admins on use of mTawi when updates and changes are introduced or troubleshoot if an Area Manager faces particular challenges.
• Supporting the implementation of product introductions, contract updates and other Changes affecting Area Admins in close collaboration with the Head of CX and in alignment with other Area Administrators.
• Update and renewal of contractor ID’s-on the DB, Including extension of Area Admins contractor ID’s to enable handover.
• Documenting and archiving contracts that arrive at NH (i.e. are not in DB) on a monthly basis and validating that there is a contract for every handover.

Qualifications & Experience

Experience:

• Working experience in data management and data entry
• Good understanding of warehousing operations and business-to-customer (B2C) sales
• Proven ability to analyze larger sets of data and strong attention to detail.
• Team player
• Good to have experience.
• Self-starter with a passion for EEA Kenya and its mission and Vision

Qualifications:

• Bachelor’s degree in business field or advanced professional training in data analysis or a related field.

Language(s):

• English fluency
• Kiswahili fluency

Technology:

• Computer-literate.