Position: Customer Engagement Associate
Location: Arusha,
Tanzania
Start Date: Immediate
Level: 4
PowerGen Renewable Energy is a micro-grid developer, implementer, and operator in East Africa, reshaping the prevailing rural electrification model in the region. PowerGen is creating an African energy system that utilizes clean, renewable energy and smarter grids to deliver power to all.
Customers are at the center of PowerGen’s
business model. First, PowerGen must
select and connect the best potential customers. Armed with proprietary customer data
collected by PowerGen surveyors, the Grid Development team needs to choose
which customer to connect to our micro-grids.
Once they are connected, the Grid Operations team must exceed
expectations and provide excellent customer service to maintain customers given
alternative energy sources and providers.
PowerGen is working to move beyond basic
service to provide premier customer service and engagement throughout our
relationship with customers. Managing
current customers involves quickly resolving all customer complaints as they
arise, but is primarily focused on proactively engaging customers to improve
their service quality and overall experience.
There is a continued focus across the company to drive customer
engagement projects to improve customer satisfaction and energy use. Some projects include: customer outreach
methodology and execution (by phone, in person, surveys, etc.), electricity
tariff education and marketing campaigns, strategies for detecting and
discouraging fraud, improved customer selection criteria, etc.
As a Customer Engagement Associate you will be a key member of the
PowerGen Grid Operations team, focusing on supporting our East African
customers who use electricity from our micro-grids each day. You
will report to Vice President Grid Development and Grid Operations and you will
work with all existing PowerGen customers.
A more complete – but by no means
exhaustive – list of responsibilities is provided below:
What You’ll
Make Happen:
·
Providing post-installation
customer service to micro-grid customers via phone and online channels as well
as in-person through customer engagement site visits.
·
Gathering information on
current micro-grid issues and creating an Operations & Maintenance (O&M)
ticket for each issue escalating it to the PowerGen maintenance team when
necessary.
·
Following up on all issues with
customers, the PowerGen team, and external partners as necessary until each
case is resolved.
·
Assisting with data gathering
on the performance and customer behavior of PowerGen’s operational micro-grids.
·
Working with village leaders,
government officials and other business partners to improve current operations
at existing micro-grids.
·
Tracking OIRs and preparing
reports for management on grid operations, customer feedback and other data.
·
Coordinating logistics for
field work, including transport, accommodation, and planning routes before
embarking on any trips to the field.
·
Supervising and training other
team members during any and all of the above areas as needed.
What
Excites You:
·
A fast-paced environment where
constant change is the norm and individual initiative-taking is encouraged
·
Working both in the office and
in the field
·
Contributing to rural
electrification in East Africa
·
Building a clean energy future
·
A passion for organization,
details, and precision in all you do
You Already
Have:
- University degree
- 2+ years’ work experience
- Fluency in Kiswahili and English, both in written and oral communications.
- Passion for serving and engaging customers.
- Knowledge of the energy, clean tech or utility sectors.
- Advanced proficiency in Microsoft Office, with exceptional Microsoft Excel skills.
- Excellent written and oral communication skills, as well as strong interpersonal skills.
- Practiced flexibility to lend a hand wherever needed.
- Enthusiasm in working for the field of renewable energy!
Benefits
and Compensation
A competitive package including annual
compensation, performance bonuses, health insurance, professional development
and team building events. And you'll be working with a dynamic team of
brilliant people passionate about electrifying East Africa!
Application
Process
Please visit the PowerGen website (www.powergen.com) and use the link on the
Careers page to submit your application, CV and cover letter.
More can be learned about PowerGen at www.powergen-re.com.
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