About the role:

The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing information about products or services. Additionally, Customer Service Representative will be responsible for tracking customer interactions,... providing feedback to management, and achieving performance goals set by the company.

Key Responsibilities:


Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
Resolving customer complaints or issues in a timely and efficient manner.
Providing information to customers about products or services.
Documenting customer interactions and transactions in a call center software or CRM system.
Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
Keeping current with company and industry-related information to ensure accurate information is provided to customers.
Identifying and escalating complex customer issues to a supervisor or manager as needed.
Following up with customers to ensure their needs were met.
Participating in training and development programs to improve skills and performance.


Does this sound like you?


A diploma in Communication, Customer Relations, Public relations, or any relevant field
At least 2 years experience in working in a call center as Customer Service Representative;
Knowledge of call center terminology, applications, and metrics
Hands-on, detail-oriented, and strong execution skills.
Good communication skills both Written and Spoken with the ability to interact freely with customers.
Passion for irrigation and proactive in decision making
Independent thinkers who are able to thrive in a fast-paced dynamic environment.
Have the ability to handle pressure, meet deadlines
Be organized and be an expert in time management
Basic computer skills. more

About the role:

The Office Administrator will oversee and coordinate daily office operations, ensuring efficiency, organization, and a positive work environment. This role involves managing administrative tasks, supporting staff, maintaining office supplies and equipment, and ensuring compliance with office safety and regulatory requirements. The Office Administrator will work collaboratively... with various departments to support smooth office operations and effective communication.

Key Responsibilities:

Office Operations & Management:


Manage daily office activities, ensuring seamless operations.
Maintain organization and cleanliness in collaboration with the support team.
Schedule and coordinate meetings, appointments, and office events.
Enforce office safety procedures and compliance with guidelines.


Administrative Support:


Provide general administrative assistance to the team.
Ensure timely renewal of all permits and regulatory documentation.
Organize and maintain physical and electronic files for efficient access.
Facilitate timely payment of utilities and source office spaces as needed.


Inventory & Supplies Management:


Monitor, manage, and replenish office supplies, including kitchen and stationery items.
Liaise with vendors and suppliers for procurement and delivery.


Communication:


Act as a liaison between employees and clients to ensure clear communication.
Handle internal and external communications professionally.


Office Management:


Coordinate with the IT department to ensure office equipment is well-maintained.
Oversee repairs and maintenance of office facilities, ensuring all systems are in good working order.


Human Resources Assistance:



Plan and coordinate company events such as town halls, team-building activities, and end-of-year celebrations.



Other Duties:


Provide ad hoc support to various departments as needed.
Assist with special projects or additional tasks as assigned.


Does this sound like you?


Proven experience as an office administrator, assistant, or in a similar role.
Strong organizational skills with the ability to multitask and prioritize tasks effectively.
Excellent written and verbal communication skills.
Proficiency in office tools such as Microsoft Office Suite, Google Workspace, and communication tools like Slack.
Knowledge of office management systems and procedures. more

About the role:

The Credit Administrator will be responsible for managing the credit assessment and approval process, ensuring compliance with company policies and regulatory requirements. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to communicate effectively with internal teams and external stakeholders.

Key Responsibilities:


Conduct... thorough credit assessments of new and existing customers, including analysis of financial statements, credit reports, and other relevant information.
Evaluate creditworthiness and establish appropriate credit limits and terms for customers.
Monitor and manage customer accounts to ensure timely payment and adherence to credit terms.
Review and approve credit applications in accordance with established policies and procedures.
Collaborate with sales and finance teams to resolve credit-related issues and minimize risk.
Maintain accurate records of credit transactions and communicate credit decisions to relevant stakeholders.
Provide regular reports and updates on credit performance and trends to management.
Stay informed about industry regulations and best practices related to credit management.
Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
Foster positive relationships with customers and external partners to support business growth and customer satisfaction.


Does this sound like you?


Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
Proven 2 to 3 years’ experience in credit administration or a similar role, preferably in the renewable energy or financial services industry.
Strong understanding of credit principles, financial analysis, and risk management.
Proficiency in Microsoft Office suite and experience with credit management software preferred.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
Detail-oriented with strong analytical and problem-solving abilities.
Ability to work independently and prioritize tasks in a fast-paced environment.
Knowledge of regulatory requirements and compliance standards related to credit management in Kenya is a plus.
Fluency in English and Swahili languages required. more

About the role

The Head of Sales has the primary responsibility of defining and driving the delivery of the organization’s overall sales and revenue targets through the sales team. This is only possible through coordinating internal & external stakeholders and creating an environment where the sales team is able to create long-lasting relationships with their customers. This role is suitable... for an individual who has a passion for delivering through teams. 

Key Responsibilities

Driving the Sales and Marketing Strategy 


Through strategy formation, you are responsible for the senior level decision-making, through developing, planning and implementing sales strategies that are in Line with the company's short and long-term strategies.
Grow sales volume through critical analysis of sales performance and preparing periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion 
Define and manage sales KPIs, forecasts, plans as well as budgets in line with the overall company strategy.
Assess routes to market, develop a strategic approach in selling efforts, and implement new approaches in congruence with the organization’s sales KPIs, that is, plan result-oriented selling activities with Sales Team Leaders and Sales Agents 
Conduct research and identify areas of improvement in the sales strategies with a view of establishing actionable insights that will boost sales and increase profitability.
Identify and monitor new trends in the market ahead of the curve, hence, offering the business a competitive advantage and keeping it ahead of its competition in the market.
Drive Retention initiatives for Sales Team while at the same time building future pipeline for top performers i.e. identify and differentiate performers through goal setting and management


Team Management and Leadership


Act as an ambassador for the organizational culture and values, through leading by example and spearheading the transfer of best practices to the team members.
Attain sales growth by managing the performance of the sales teams in line with agreed KPIs, ie. sales, new agent recruitment, retention & productivity and market expansion targets, .
Responsible for monitoring career growth and development of the sales  team by encouraging internal promotion, mentorship and coaching of the team members.
Diagnose core performance challenges through data analytics and provide timely solutions to the problem.
Develop Regional Sales Managers and Sales Team Leads ability to recognize success and give it freely to those excelling in their teams, as well as diagnose and support team members who care struggling.
Maintain an ‘ownership mentality’ of the sales team by ensuring responsible spending habits by the sales team by vetting and querying all receipts issued for reimbursement.


Collaboration


Collaborate with the training manager to  identify training gaps within the sales team, ensure the team undergoes regular training equipping them with relevant skills enabling them undertake their day to day duties.
Liaise with HR team to ensure recruitment of top talent in the market and retention of the talent by having incentive structures that boost morale and increase productivity
Together with the marketing manager ensure marketing initiatives are aligned towards driving sales and lead generation.
Collaborate with all teams in order to understand timelines around new products to be launched hence making it easier to tailor unique strategies around the product and contribution of the team in launch of the product.
Work with all relevant teams in order to get relevant data and information, translating it into actionable strategies that drive sales and lead to achievement of set sales targets. 
Partner with senior management to achieve the revenue goals of the organization.
Provide periodic reports showing sales volume, potential sales, and future expansion plans.


Does this sound like you?


Over 8 years professional experience with minimum 5 years experience in Sales Management in the off-grid sector.
At least 5 years’ experience in a senior leadership position in sales. Must have managed large teams with high revenues at a Country or Regional level 
Work experience in startups and have built a sales team from scratch, with experience leading a sales functions with multiple sales channels
Proven to be a self-starter who works well with autonomy and can ask for help without hesitation.
Willing to recognize and own mistakes in order to reflect, learn, and continually develop as a leader.
A manager who encourages others to take ownership of their work in both good and bad circumstances.
Proven experience delivering sales targets through high performance teams
Passionate about developing team capability through mentorship and coaching.
Experience with developing managers to upskill their teams and support their efforts.
Comfortable with ambiguity and experience working in a dynamic, evolving environment. more

About the Role

The role requires the individual to have knowledge and experience with troubleshooting, diagnosing, and repairing complex technical issues and to always ensure that all aftersale issues brought to your attention are resolved in a timely manner. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersale... ensure the best solutions are provided to the customer within the shortest time possible. The engineer will work closely with the Testing and Repairs team and other departments to ensure customer satisfaction, product quality, and continuous improvement.

Key Responsibilities


Diagnose and troubleshoot complex technical issues related to Sunculture’s products and provide solutions to customers.
Coordinate with other departments, including R&D, to identify and resolve product defects and quality issues
Develop and maintain technical knowledge of Sunculture’s products.
Provide training to other Company stakeholders on product usage, maintenance, and troubleshooting.
Ensure diagnosis and repair of all products and their accessories that have been assigned to you.
Evaluate all products assigned to confirm that they are within warranty and if not seek clarity from your manager on the next steps
Update the ticketing system with the correct status of Customer returns and the Aftersale issues
Identify solutions to resolve technical aftersale issues and escalate complex product issues
Complete quality assurance after repairs to ensure the product is 100% functional after repairs
Documenting all corrective actions taken for each aftersale issue reported and ensuring all repairs done are collected and transported back to the customer.
Ensure all the set standards operation procedures are adhered to for all product repairs
Generate monthly product aftersale reports on failure trends


Team Management


Collaborate closely with all team members to resolve all technical issues
Provide training to stakeholders as and when needed.
Manage and resolve all aftersale issues within Same day TAT.


Risk Management


Be proactive in identifying all product risks based on the aftersale issues reported daily.
Communicate and mitigate any risk factors that are encountered with the team while at work


Qualifications


Minimum of 2 years of experience in a technical support role or similar position
Knowledge of Water Pumps is a plus
Diploma/Degree in Electrical/ Mechanical/Mechatronic engineering, product design, or other relevant fields.
Knowledge of product testing and quality assurance processes
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
Hands-on, detail-oriented with strong execution skills
Good communication skills and should ensure information communicated is clear and timely
Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction
Organized and an expert in time management
High integrity values with discretion in using budgetary allocation for the department
A proven ability to work with minimal supervision
Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude more

About the role
The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing information about products or services. Additionally, Customer Service Representative will be responsible for tracking customer interactions,... providing feedback to management, and achieving performance goals set by the company.
Key Responsibilities

Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
Resolving customer complaints or issues in a timely and efficient manner.
Providing information to customers about products or services.
Documenting customer interactions and transactions in a call center software or CRM system.
Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
Keeping current with company and industry-related information to ensure accurate information is provided to customers.
Identifying and escalating complex customer issues to a supervisor or manager as needed.
Following up with customers to ensure their needs were met.
Participating in training and development programs to improve skills and performance.

Does This Sound Like You?

A diploma in Communication, Customer Relations, Public relations, or any relevant field
At least 2 years experience in working in a call center as Customer Service Representative;
Knowledge of call center terminology, applications, and metrics
Hands-on, detail-oriented, and strong execution skills.
Good communication skills both Written and Spoken with the ability to interact freely with customers.
Passion for irrigation and proactive in decision making
Independent thinkers who are able to thrive in a fast-paced dynamic environment.
Have the ability to handle pressure, meet deadlines
Be organized and be an expert in time management
Basic computer skills. more

About the Role
Reporting to the Regional Sales Manager with a dotted reporting line to the Fleet Operations Manager, the Service Center Associates will manage our Service Centers.  The key role will be good customer service to all customers that come to the service center, sales conversion, stock management, troubleshooting, and escalating all aftersale issues reported by the customers through... the service centers. 50% of the role expectation is highly centered around sales with overall support for the shop operations and general management.
Key Responsibilities

Customer Service

Maintaining a positive, empathetic, and professional attitude towards customers at all times.
High-level knowledge of all SunCulture products with the ability to address all questions asked by customers
Acknowledging and resolving customer complaints within stipulated SLAs.
Communicating with customers through various channels and responding promptly to customer inquiries.
Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
Ensure service center operational standards are adhered to.
Be the lead in monitoring and maintaining the required stock levels at the service center by conducting regular stock takes and ensuring a majority of components needed by the team/customers are available at the service centers.
Promote the SunCulture brand by ensuring the service center is kept clean and tidy at all times noting the operation hours of the Sales and Service Centers are 9am to 5pm Monday to Friday and 8am to 12pm on Saturday.
Assist in sales/after sales requests placed by various customers and team members.
Follow up on customer issues to resolution by following the stipulated aftersales escalation process.

Aftersale

Ensure all aftersale issues are raised via a ticket and track records of customer interactions, comments, complaints, and aftersale issues.
Providing feedback to all customers in reference to their queries and aftersale issues.
Troubleshoot all aftersale issues, resolve non-technical issues, and escalate to the aftersale product team any issue not resolved at the service center level.
Ensure all spare parts are available in the service center and proper inventory management.
Generate all reports in reference to service center activities and stock level.

Sales

Work closely with the Regional Sales Manager in developing and establishing clear sales KPIs (that is sales targets, lead generation and sales call logs to be achieved daily and Quality Assurance [QA] 90% score). The assigned sales targets and corresponding commission is as guided by our commission structure.
Achieve lead generation targets and ensure constant follow-up on leads in order to convert them to sales.
Initiate selling tactics that will ensure leads are converted I.e conducting demos, sourcing to market activities and customer referral programs.

Does this sound like you?

A Diploma or Degree in Business Administration (Sales and Marketing option), our Customer service will be an added advantage.
At least 2 years of proven experience in sales or customer service.
Proven track record of successfully meeting sales targets.
Outstanding interpersonal skills with the ability to interact freely with customers.
Ability to think and properly plan the day-to-day work, proper inventory management, and tackle customer complaints.
High EQ with the ability to work under pressure, and meet deadlines, and targets set.
Passion for customer service, the industry, and current trends adaptable for SunCulture.
Independent thinker with proactive decision-making capabilities.
Comfortable with ambiguity and experience working in a dynamic environment.
Be organized and be an expert in time management- both at personal and team levels. more

About Role
As a Sales Team Lead, you will be in charge of the Sales Agents in your territory. You will be responsible for managing sales, ensuring that targets are attained, and handling clients in the territory. You have to be dynamic, self-motivated, have excellent interpersonal and leadership skills.
Responsibilities
Recruitment and training.

Source, identify and recruit astute and... goal-oriented sales agents who will be willing and capable of selling SunCulture products
Train, and onboard the sales agents to ensure they have all been set up for success in bringing in sales and meeting the company KPIs

Team Management

Carry out daily and weekly check-ins with the teams to ensure there is maximum productivity
Track Lead generation and selling processes of the sales agents
Coordinate aftersales customer service to ensure brand strength

Sales

Work closely with the Regional Sales Manager in developing and establishing clear sales KPIs meant to be exceeded by the sales agents
Monitor and push for numbers closures when it comes to the sales targets on the selling of SunCulture commodities
Establish a rapport with the clients and also the community in ensuring that all the clusters allocated are fully utilized and understand SunCulture products and brand

Does this sound like you?

Proven experience in a sales role in the energy sector
Proven track record of successfully meeting sales quota
Strong leadership abilities and outstanding interpersonal skills.
Ability to think and plan strategically, plan, manage, and act to achieve set outcomes.
Ability to work under deadline pressure and meet targets.
Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture
Independent thinker with proactive decision-making capabilities
Comfortable with ambiguity and experience working in a dynamic environment
Have the ability to handle pressure, meet targets, keep cool-temper, and handle rejection gracefully.
Be organized and be an expert in time management- both at personal and team levels
A diploma or degree is an added advantage. more

About the Role
Reporting to the Telesales Team Lead, the Telesales Agent will provide expert advice and information to our potential customers regarding a variety of products offered by SunCulture. S/he will play a key role in increasing our profitability and sales revenue through excellence in customer service and an informed, consultative approach to selling and client conversion. S/he will... also be troubleshooting and escalating complaints across a number of communication channels. The person should have excellent communication and interpersonal skills. Computer knowledge and usage are also a must-have for this role.
Key Responsibilities
 

Achieve over 70% target set the month-on-month KPI’s being Lead generation, Lead conversion, Sales targets, and Talk-time set by achieving a high conversion rate.
Contact potential or existing customers, businesses, or groups to give them correct information about SunCulture products using the product knowledge
Explain technical product features and answer customer questions about SunCulture products.
In addition to leads shared by SunCulture be proactive in generating your own leads and ensure you have a robust pipeline of potential customers at all times
Ensure at least an 80% conversion rate from leads generated by you.
Be versatile in making extensive outbound calls that meet the organization's KPIs
Adjust sales scripts to better target the needs and interests of specific individuals.
Respond to correspondence from customers on both mail, direct messages and phone and follow up initial sales contacts.
Have the ability to go above and beyond to cover your talk time daily and hourly targets set by SunCulture.
Conduct client or market surveys to obtain information about potential customers to be able to measure customer experience and ability to afford the product
Create a sense of urgency among potential customers in order for them to see the need to purchase sooner than later
Ensure all calls are received/made through 3CX for easier tracking of calls and easier management of the quality of calls.
Undertake all training scheduled to better improve the quality of your output and relationship with customers.

Does this sound like you?
 

Experience in Sales and Customer Service
Additional experience as a Telesales Representative is an added advantage
Proven track record of successfully meeting sales quota preferably over the phone
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
Ability to learn about products and services and describe/explain them to prospects
Hands-on, detail-oriented, and with strong execution skills,
Excellent Communication Skills with the ability to resolve issues and address complaints
Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture
Independent thinker with proactive decision-making capabilities
Comfortable with ambiguity and experience working in a dynamic environment
Have the ability to handle pressure, keep a cool temper, and handle rejection gracefully.
Be organized and be an expert in time management and meet deadlines.  
A diploma or degree in Sales or any other related field is an added advantage. more

Responsibilities
Project Management  

Undertaking Site visit for pre-feasibility and Feasibility site information collection and analysis.
Contacting clients to set preferred dates and installing the products within the set timelines.
Proper time management to ensure all projects assigned are achieved within the timelines set

Risk Management

Be very proactive in identifying job risks... during installations, resolving them, and reporting to the team leads 
Communicate and mitigate any risk factors that are encountered in the field by various engineers.

Additional Roles & Responsibilities

Carrying out technical surveys and submitting the reports) to the engineering team leads
Designing irrigation systems, conducting installations, and providing after-sale services for SunCulture products
Mentoring and in-field training of new engineers
Guiding clients through contract filling and sending the signed contracts to HQ every Friday.
Contacting all clients assigned promptly and setting the agreed preferred dates in the app sheet
Filling and syncing Job Submission Forms(JSFs) in the app sheet within the same day the installation/after-sale is done
Vetting of clients and initiating dispatches of products via the app sheet once the set threshold requirement has been met.
Reporting of emerging issues during after-sales and installations to the relevant authority as soon as they emerge.
Work closely with the after-sales department to ensure quick resolution of after-sale issues.
Advise and provide recommendations to clients on products  that would work best for them during technical surveys
Do a minimum of 2 installations in a day.
Achieve a mean Turn Around Time of under 2 days for jobs done
Achieve a mean app adherence of 100% of all the jobs done

Traits for the role

Be a team player.
Be ready and committed  to working  in the field
Be ready to learn
Be creative and quick to resolve unprecedented issues that arise in the field

Does this sound like you?

Degree/ Diploma in Mechanical Engineering or any other related field with specialization in Agricultural equipment is an added advantage
2+ years of experience with solar grid pump systems and  irrigation systems  management
Hands-on, detail-oriented, and with strong execution skills especially installation and conducting surveys
Good communication skills both written and spoken with the ability to interact freely with customers of different levels and backgrounds.
Passion for irrigation and proactive in decision making
An independent thinker who is able to thrive in a fast-paced dynamic environment.
In-depth knowledge of the industry and current trends adaptable for  SunCulture
Be organized and be an expert in  time management 
Thrive in resources constrained environments with discretion in using budgetary allocation.
An agile trainer capable of training and being trained and be very resilient and flexible
Strong computer skills in, GSuite, Microsoft Office, database management experience in CAD or other project design software is a plus
Able to work in a dynamic environment with immense pressure and meet deadlines
Comfortable with ambiguity and able to plan, be organized, and meet deadlines
Proactive, collaborative, organized, curious, problem solver with a “can-do” attitude more