ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grid solutions provider in Africa. With a mission to deliver affordable, reliable, and sustainable energy solutions and life-changing services, ENGIE Energy Access integrates Fenix International, ENGIE Mobisol, and ENGIE PowerCorner. The company develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling access to clean, affordable energy. With operations in nine countries across Africa and over 1.5 million customers, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Purpose/Mission:
The Customer Care Intern will assist ENGIE Energy Access Kenya in developing strong relationships with customers. Responsibilities include troubleshooting technical issues, answering customer questions, resolving problems, escalating and following up on issues with transversal teams, onboarding new customers, conducting surveys, and providing first-level support for achieving excellent customer experience with all products.
Responsibilities:
- – Ensure 90% of inbound calls are serviced efficiently and on time.
- – Measure calls answered within 30 seconds vs. calls offered (80% target).
- – Conduct onboarding calls for one-week-old customers (90% contact rate).
- – Escalate operational issues promptly to respective teams.
- – Create customer care cases for all inbound calls.
- – Support sales drive through outbound and CRC campaigns.
- – Conduct NPS/CSI and other surveys as directed.
- – Complete assigned tasks in line with policies and procedures.
- – Seek opportunities for learning and development within ENGIE Energy Access Kenya.
Requirements:
- – Bachelor’s Degree or higher diploma in a business-related field.
- – Basic knowledge of Excel spreadsheets and data entry skills.
- – Minimum one year of customer service experience in a call center environment.
- – Strong phone contact handling skills and active listening.
- – Experience assisting customers with escalated issues.
- – Proven critical thinking skills and decision-making ability.
- – Excellent written and verbal communication skills.
- – Detail-oriented and well-organized.
- – Ability to multi-task, prioritize, and manage time effectively.
- – High level of self-motivation and positive attitude.
- – Proficiency in English and 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.
Application Process:
We thank all applicants for their interest; however, due to the large volume of applications, only shortlisted candidates will be contacted.
