Customer Engagement Manager - Malawi
Sun King
Customer Service
Malawi
Posted on Dec 24, 2024
Location: Lilongwe, Malawi
About the role:
We are looking for a Customer Engagement Manager at Sun King who will work closely with the call center and the field teams in Malawi with a vision of ensuring that the performance indicators are respected and in return offer assistance in management and training with the help of the customer engagement/service team managers.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Malawi
- Workplace type
- Onsite
- Reporting To
- Global Customer Service Leader
What you would be expected to do:
- Set up work models, targets and metrics of work for the Customer Engagement/Service Teams.
- Ensuring briefings are held with the customer engagement/service teams to highlight their expectations.
- Ensure daily, weekly and monthly reporting on all outbound calls and performance against KPIs.
- Closely monitor, and track performance and SLAs related to the credit and finance and welcome teams are up to standards with the knowledge that they form part of the critical lines of business for the organization.
- Consolidate and validate training and development requirements to the customer engagement/service teams.
- Continuously coach and mentor the team.
- Hold one-on-one discussions with team members to enable focus on personal issues that affect performance.
- Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.
- Drive a customer-centric culture across the organization.
- Monitor, track and report on the viability of work resources, working systems and work tools on remote functions.
- Manage and Evaluate performance appraisals for Malawi customer engagement and service functions.
- Manage and motivate staff - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations.
- Close partnership with other functions (e.g. operations, finance, HR, sales team) within the Malawi market and forming platforms for partnership of the respective teams.
- Ensure Peak times and Malawi call center metrics are as par the market standards.
You might be a strong candidate if you:
- Hold a relevant Bachelors degree
- Have at least 3 years plus experience of managing call center operations in a larger team at a manager role.
- Are a team player, patient and people centric as you will be dealing with a highly skilled and conversant team.
- Possess systematic and research abilities or you are able to translate customer feedback into data, and customer ideas into product recommendations.
- Have excellent communication and negotiation skills.
- Have the ability to work well and mentor culturally diverse skilled teams.
- Are good with staff engagement and team motivation concepts that can boost staff morale.
What we offer (in addition to compensation and statutory benefits):
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
