Customer Care Intern

ENGIE Energy Access is hiring for the role of Customer Care Officer to join their team in Kenya. ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions providers in Africa, with a mission to deliver affordable, reliable, and sustainable energy solutions and life-changing services with exceptional customer experience.

About ENGIE Energy Access:

• – Operations in 9 countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia)
• – Nearly 1.5 million customers and over 7 million lives impacted so far
• – Aims to remain the leading clean energy company, serving millions of customers across Africa by 2025

Key Responsibilities:

• – Ensure 90% of inbound calls are serviced efficiently and on time
• – Maintain Service Level Agreement: Measure calls answered within 30 seconds vs calls offered (80%)
• – Ensure customer satisfaction through call quality and solving cases as per assigned targets
• – Conduct onboarding calls for one-week-old customers (at least 90%)
• – Escalate daily operational issues to respective teams
• – Create customer care cases for all inbound calls served
• – Support sales drive through outbound calls and campaigns (contribute 10%)
• – Escalate post-warranty queries and provide full disclosure to customers
• – Conduct NPS/CSI and other surveys as directed
• – Complete assigned tasks in line with policies, guidelines, processes, and procedures
• – Seek opportunities to learn and develop within ENGIE Energy Access Kenya

Required Knowledge and Skills:

• – Bachelor’s Degree or higher diploma (preferably business-related)
• – Basic knowledge of Excel spreadsheets and data entry skills
• – Minimum 1 year of experience in customer service in a call center or high call volume environment
• – Strong phone contact handling skills and active listening
• – Experience assisting customers/clients with escalated issues
• – Proven critical thinking, fact-finding/analysis, and sound decision-making skills
• – Excellent communication skills (written and verbal)
• – Detail-oriented and well-organized
• – Ability to multi-task, prioritize, and manage time effectively
• – High level of self-motivation
• – Ability to balance multiple tasks while working under tight deadlines
• – Open to working in a flexible and creative work environment with fast-evolving operations
• – Positive attitude

Additional Requirements:

• – Language proficiency: English + ability to speak at least one local language
• – Ability to use basic Microsoft tools (Word & Excel)
• – Experience in using CX software like 3cx is a plus

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. Qualified candidates are encouraged to apply.