About the role:

We are looking for a Quality Assurance & Learning Assessor for our clean cooking business arm who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential clean cooking customers. The assessor will ensure that customers are satisfied with the service offered and have a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

What you would be expected to do:

• Assess customer service executives’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance accompany evaluations with meaningful and constructive feedback
• Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
• Ensure regular training content development from training needs assessment derived from insights and changing business.
• Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
• Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One), highlighting concerns that impact team performance.

You might be a strong candidate if you:

• Have 2-3 years of Call Center / Quality Assessor Experience.
• Hold a bachelor’s Degree in a Communication or Business-related field.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong team player with great people skills to mentor your team to deliver on expectations.
• Are comfortable working with PowerPoint and MS Excel
• Have outstanding customer service skills and dedication to providing exceptional customer care.
• Have exceptional listening skills.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed

The Role

• The Customer Service Executive – Clean Cooking will be responsible for delivering timely, empathetic, and efficient support to Sun King customers in Kenya. You will be the first point of contact for customers seeking assistance with Clean Cook and LPG products, ensuring their concerns are addressed quickly and professionally. You’ll also play a key role in supporting new market rollout activities by providing feedback from the frontline.

What you will be expected to do

• Handle inbound and outbound customer communications across multiple channels (calls, SMS, email, WhatsApp).
• Respond to inquiries related to product usage, payments, installations, and service requests.
• Escalate unresolved or critical issues to supervisors and relevant departments.
• Record and update customer interactions in CRM tools with accuracy and clarity.
• Provide first-level troubleshooting support and educate customers on safe and effective product use.
• Monitor customer satisfaction and proactively follow up to ensure resolution.
• Share trends, common issues, and customer insights with the contact centre team to improve service delivery.
• Support customer onboarding efforts in new areas by answering queries and guiding them through product processes.

You might be a strong candidate if you have

• Strong communication skills in English and Swahili, with the ability to connect with customers empathetically and professionally.
• At least 1–2 years of experience in a contact centre, customer service, or front-facing support role.
• Basic proficiency in using CRM tools, mobile apps, and communication systems.
• A customer-first mindset with a strong sense of ownership and accountability.
• The ability to remain calm and solutions-oriented while handling customer complex concerns.
• Familiarity with clean energy or LPG products is an added advantage.

The Role

The Customer Service Team Manager will manage, coach and motivate customer service executives as they engage with our clean cooking customers through the different voice and non voice platforms within the business. The Customer Service Team Manager will Mentor customer service employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be responsible for driving performance of the team in line with the assigned KPIs ensuring that they understand and meet/exceed expectations through continuous engagements. You should be analytical, accommodating, and prepared to assist call center agents.

What you would be expected to do

• Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
• Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
• Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Motivate and coach the team while ensuring optimum performance.
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans and schedules are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
• Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
•  Efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
• Work with the management team to identify and deliver positive change and business efficiencies and  highlight operational risks and areas for improvement

You might be a strong candidate if you

• Bachelor’s Degree/diploma
• 1 year experience managing call center teams (external 2 years).
• Background in managing front-line and/or tier 2 support team accountable for FCR on complex customer issues.
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong comprehension of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance.
• Excellent Problem solving, steering, and customer service skills.
• Team management/ supervisory skills experience
• Creative thinker who possesses coaching and communication skills.
• Workforce management skills (added advantage)
• Ability to deal with demanding customers and escalations
• Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating.

About the role:

The Regional Mentor will train, mentor, and assist field-based staff and agents within the assigned region. This role focuses on developing and delivering impactful training programs, ensuring the adoption of technology-based tools, and driving consistent learning performance using data-guided approaches.

What you would be expected to do:

• Delivering classroom and/or field training
• Maintaining set KPIs and achieving training targets as required
• Designing training assessments with the guidance of the Zonal Training Manager
• Ensuring 100% adoption and usage of technology-based work tools by all field staff
• Driving consistent & accelerated learning performance through data tools
• Timely communication of policies, training updates & changes to the relevant departments
• Collecting and giving feedback on the implementations new tools, products and processes
• Running & administration of knowledge-based platforms
• Steer engagement & lesson completion of the learning management system
• Induction and mentoring of field-based staff
• Assisting in the development and improvement of training materials and concepts

You might be a strong candidate if you:

•  Have at least 2 years background in training and coaching; preferably in the areas of sales or marketing.
• Possess a degree in education, or any related field as a plus
• Have the ability to conceptualize and develop a conducive learning environment
• Demonstrate diligence, accuracy, reliability and high level of dedication
• Are fluent in English and required local language
• Possess evaluative and problem-solving skills
• Show flexibility to travel frequently in remote areas
• Are conversant with the use of smart phones and phone applications
• Have excellent communication
• Demonstrate knowledge of LMS tools is an added advantage.
• Are skilled in Microsoft office and other visualization tools

About the role:

The Regional Store Coordinator, Reliever will oversee inventory management at the Company’s retail centres, extending to field-based agents. The role involves regular travel within the station region.

What you would be expected to do:

Retail centers day to day assistance

•  Liaise with the warehouse team to ensure that inventory is readily available for sale.
• Offer assistance to retail executives to ensure they meet their KPIs.
• Liaise with the sales team to review retail centre executives on potential improvement areas.
• Initiate requests for declaration signoffs for missing inventory
• Report cases of inventory damages/ losses to allow for insurance claim to be initiated.
• Initiate discussions revolving around new initiatives geared at ensuring retail centers are efficient and effective in services rendered.
• Conduct regular inventory audits, whether scheduled or impromptu
• Review processes and controls existing to ensure they are optimized to reduce redundancies within the chain.
• Will represent the department in all meetings scheduled with either internal or external stakeholders within the region that involve inventory management and retail center management.
• Will conduct handovers from retail center executives to relievers and vice versa.
• Will vet relievers to ensure that they meet the requisite qualifications needed to run the retail centers.
• Will request for payment for relievers for days worked.
• Sit in for interviews when required alongside with Human Resource during onboarding of new retail center executives.
• Liaise with the sales team and marketing team to identify potential sites that might be considered as new retail centers.
• Conduct regular checks on assets at the retail centers to ensure that they are in good working order.
• Liaise with the Admin team to schedule repairs at the retail centers.
• Liaise with the Admin team to engage landlords on any issues that might exist.

Order and inventory Management 

•  Initiate inventory movements and requests from warehouse to retail centers
• Liaise with the warehouse team to resolve any inconsistencies that come with deliveries done at the retail centers.
• Liaise with retail center executives to ensure that inventory management standards are met, including but not limited to FIFO amongst others
• Liaise with the warehouse and retail centers executives to provide packaging for products that are defaced.
• Regular review of all processes currently in place aimed at achieving best inventory management practices.
• Be on the lookout for any new trends and emerging trends that relate to the industry that can be implemented to increase efficiency.
• Coordinate inventory reconciliation
•  Validation of all products marked as obsolete and damaged that are to be returned to the warehouse.
•  Engage field agents to periodically validate inventory holding

Compliance

•  Ensuring basic maintenance standards and compliance with health and safety regulations at all retail centers, include but not limited to ensuring permits and licenses are displayed.

Innovation

• Be on the lookout for new trends within the supply chain field that will improve and enhance inventory management processes
• Recommend to management new processes, need to revamp process to efficiently assist the day-to-day operations of the retail centres

You might be a strong candidate if you:

• Hold a degree qualification preferably in Supply Chain Management, Statistics, or any Finance Related Field
• Have 2-3 years’ working experience in Finance, Supply Chain Management and/or Statistics.
• Demonstrate knowledge in contract management.
• Are able to work comfortably with and maintain large volumes of data in excel.
• Demonstrate knowledge and working experience with an ERP preferably SAP
• Can multi-task and address contesting priorities.
• Are goal-oriented and organized team player.
• Demonstrate proficiency in computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Possess excellent verbal & written communication skills
• Have the ability to work remotely under minimal supervision.