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.
How to Apply
