Customer Engagement Manager
Sun King
Customer Service
Zambia
Posted on May 21, 2025
Job Location: Lusaka, Zambia
The Team You Will Join:
The Customer Engagement Manager at Sun King will work closely with the call center and the field teams in Zambia with a vision in ensuring that the performance indicators are respected and in return offer help in management and training with the assistance of the customer engagement/service team managers.
The Team You Will Join:
The Customer Engagement Manager at Sun King will work closely with the call center and the field teams in Zambia with a vision in ensuring that the performance indicators are respected and in return offer help in management and training with the assistance of the customer engagement/service team managers.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Zambia
- Workplace type
- Onsite
- Reporting To
- Customer Engagement Manager, Africa
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 let them know 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.
- Document all absences and ensure records are updated on available systems and trackers.
- Come up with a tracking system that will enable the establishment of any noticeable trends.
- Ensure accountability is maintained for both team members and team managers; this includes involving the HR for disciplinary actions where applicable
- To have proper control of shrinkage, both planned and unplanned shrinkage should not exceed a total of 35% of the total headcount for each team/function.
- To ensure smooth and seamless workflow of remote work. This includes proper follow-up for any issues with remote work to achieve timely resolution. i.e implementing hybrid work
- Drive a customer-centric culture across the organization.
- Monitor, track, and report on the viability of work resources, working systems, and tools for remote functions.
- Manage and evaluate performance appraisals for Zambia customer engagement and service functions.
- This includes implementation of quarterly performance appraisals.
- To achieve the above: Hourly, daily, weekly, and monthly performance tracking must be well maintained with a strict follow up system.
- Drive and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. The target is to enable managers to drive their teams with a high degree of teamwork and within a network.
- Work closely with other functions (e.g., operations, finance, HR, and the sales team) within the Zambia market and form platforms for teamwork for the respective teams.
- Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity, and quality to deliver best-in-class help to all customers across all engagement/service business lines and products.
- Outline and manage the functions within the call center team to industry expectations.
- Guide and mentor customer engagement/service team managers through training and mentorship programs.
- Ensure Peak times and Zambia call centre metrics are as par the market standards.
- Manage stakeholder engagement and field-related requirements within the functions.
You might be a strong candidate if you have:
- 3 years plus experience managing call center operations in a larger team in a manager role.
- A holder of a bachelor’s degree.
- You must be a team player, patient, and people-centric, as you will be dealing with a highly skilled and conversant team.
- Keen with research abilities, you’re able to translate customer feedback into data and customer ideas into product recommendations.
- Demonstrate the ability to motivate and communicate with others at all levels.
- Influential relationship skills and able to use these relationships to deliver engagement/service improvements.
- Excellent communication and negotiation skills.
- Strong organizational skills ensure you’re on top of every follow-up and nothing falls through the cracks.
- Ability to work well and mentor culturally diverse skilled teams.
- 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 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.
