Agent Welfare Associate
Sun King
Kenya
Posted on Apr 28, 2025
Job location: Kenya
About the role:
The Agent Welfare Associate will be the HR point of contact for Sun King's sales agents, fostering relationships, providing immediate support, and understanding their experiences and shortcomings. They will monitor performance, build a talent pipeline, check attrition trends, and enhance agent retention and satisfaction. The role also includes ensuring adherence to company policies and providing support during emergencies to ensure the well-being of sales agents.
About the role:
The Agent Welfare Associate will be the HR point of contact for Sun King's sales agents, fostering relationships, providing immediate support, and understanding their experiences and shortcomings. They will monitor performance, build a talent pipeline, check attrition trends, and enhance agent retention and satisfaction. The role also includes ensuring adherence to company policies and providing support during emergencies to ensure the well-being of sales agents.
- Department
- Human Resources and Administration
- Employment Type
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Hybrid
- Reporting To
What you would be expected to do:
- Serve as the valued point of contact and go-to person for any HR-related concerns for Sun King’s sales agents.
- Visit the field regularly to directly know the sales agents’ experiences, satisfaction levels.
- The incumbent will spend close to 50-60% of the time traveling to different areas in the assigned zone.
- Engage with agents through focus group discussions, one-on-one conversations, and shadowing their activities to ensure a comprehensive knowledge of their operational environment.
- Facilitate and implement training plans with regional mentors to enhance awareness of the company’s code of conduct and policies regarding dating, sexual harassment, inclusivity, and anti-discrimination.
- Provide immediate help and coordinate feedback efforts, in conjunction with local teams, for agents facing a wide range of emergencies. These emergencies may include medical situations, accidents, customer assaults, and incidents of sexual harassment, among others.
- Ensure swift and effective management of these situations to safeguard the well-being of our agents.
- Develop and implement crisis management protocols and training sessions to prepare agents to handle and de-escalate potentially dangerous situations safely and effectively.
- Monitor sales agents' performance, proactively build a talent pipeline, and oversee the recruitment and selection process for transitioning sales agents into full-time roles within Sun King.
- Review and know the underlying reasons and trends behind agent attrition.
- Develop and propose targeted improvement strategies to enhance agent retention and satisfaction.
- Provide help to agents when they face any issues with the insurance provider. This includes assisting during admission to medical facilities and the settlement of medical claims.
You might be a strong candidate if you have/are:
- At least 2 years of professional work experience in customer service, people relations and management, or a related field.
- A drive to work with the field sales team on welfare, relations, and engagement activities.
- Strong data reporting and data skills.
- Outstanding communication and people person skills, with the ability to engage effectively with diverse stakeholders.
- Comfort with spending more than 50% of your time in the field and resolving people-related issues.
What Sun King offers:
- 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 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.
