Jobs Kenya

Website: Website www.sunculture.com

  • Call Center Quality Analyst

    Call Center Quality Analyst

    About the role
    The Call Center Quality Analyst(QA) is responsible for assessing the quality of the performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email and Social Media responses to assess the team members’ demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing and assessing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.
    Key Responsibilities:

    Conduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
    Evaluate customer service representatives’ performance using predefined quality metrics.
    Identify trends and patterns in customer interactions to pinpoint areas for improvement.
    Provide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
    Collaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
    Create personalized improvement plans for representatives to address specific performance gaps.
    Utilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
    Prepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.

    Qualifications:

    Relevant Bachelor’s degree
    At least 3 years in a call center with experience as a Quality Analyst
    Familiarity with call center operations, processes, and customer service principles.
    Excellent attention to detail and strong analytical skills.
    Effective written and verbal communication skills
    Proficiency in using call monitoring and quality management tools.
    Critical thinker with a proactive approach to problem-solving.
    Ability to work independently and as part of a collaborative team.
    Strong organizational skills and the ability to manage multiple priorities.

    Apply via :

    sunculture.freshteam.com

  • Regional Training Officer – Nyanza Regional Training Officer – Thika Field Engineer – Garsen Sales Team Lead – Mombasa

    Regional Training Officer – Nyanza Regional Training Officer – Thika Field Engineer – Garsen Sales Team Lead – Mombasa

    About the Role
    As the Regional Training Officer (RTO) you will be responsible for training and empowering the sales team with the knowledge and skills required to meet their sales targets. To prosper in this role coaching will be your daily role and your passion should be in training and working with diverse teams.  This role requires 80% travel. You will be based in your respective region with frequent travel to other regions to support the sales teams as and when required.
    Key Responsibilities

    Actively participate in the recruitment and selection process of new sales agents in the region
    Onboard all new sales agents by scheduling the orientation process, training the agents on the sales process,
    Assist in the development of a training curriculum and ensuring the training conducted is as per the training curriculum
    Do data clean up for your region to ensure that SAs are properly mapped according to the cluster that they currently belong to every week
    Using the data on BI develop the individual coaching plan for each sales agent and ensure all resources needed by the agent are provided.
    Coaching each agent by observing what they are doing and providing guidance whenever needed,
    Identifying the knowledge gap among the sales agents by spending more time with them in the field and giving a necessary recommendation in filling the gaps,
    Developing training materials, conducting training sessions, evaluating and recommending areas for improvement
    Supporting the training financial objective by ensuring training activities are within budgets allocated and controlling costs.
    Ensuring all training done is towards achieving the sales strategy in place and reporting on the impact of the training program. 
    Developing training courses, uploading on the learning management system and assigning the courses to respective departments.

    Key Requirements

    Passionate about developing others’ capabilities and empowering those around you.
    Willing to gain experience in ‘doing’ what is being asked of others before learning how to train it.
    Effective communicator in front of small-medium sized groups of people.
    Comfortable with ambiguity and experience working in a dynamic environment.
    Have discretion in using budgetary allocations for the region and/or department
    Experience in solar/ off-grid pump systems would be an advantage.
    Experience working in a start-up would be an advantage.
    Experience training experientially would be an advantage
    Work experience as a sales agent is an added advantage
    Experience in driving and a valid driving license is added advantage 

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Service Center Associate- Kajiado

    Service Center Associate- Kajiado

    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.

    Apply via :

    sunculture.freshteam.com

  • Sales Team Lead – Kapsabet

    Sales Team Lead – Kapsabet

    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.

    Apply via :

    sunculture.freshteam.com

  • Regional Training Officer – North Rift

    Regional Training Officer – North Rift

    About the Role
    As the Regional Training Officer (RTO) you will be responsible for training and empowering the sales team with the knowledge and skills required to meet their sales targets. To prosper in this role coaching will be your daily role and your passion should be in training and working with diverse teams.  This role requires 80% travel. You will be based in your respective region with frequent travel to other regions to support the sales teams as and when required.
    Key Responsibilities

    Actively participate in the recruitment and selection process of new sales agents in the region
    Onboard all new sales agents by scheduling the orientation process, training the agents on the sales process,
    Assist in the development of a training curriculum and ensuring the training conducted is as per the training curriculum
    Do data clean up for your region to ensure that SAs are properly mapped according to the cluster that they currently belong to every week
    Using the data on BI develop the individual coaching plan for each sales agent and ensure all resources needed by the agent are provided.
    Coaching each agent by observing what they are doing and providing guidance whenever needed,
    Identifying the knowledge gap among the sales agents by spending more time with them in the field and giving a necessary recommendation in filling the gaps,
    Developing training materials, conducting training sessions, evaluating and recommending areas for improvement
    Supporting the training financial objective by ensuring training activities are within budgets allocated and controlling costs.
    Ensuring all training done is towards achieving the sales strategy in place and reporting on the impact of the training program. 
    Developing training courses, uploading on the learning management system and assigning the courses to respective departments.

    Key Requirements

    Passionate about developing others’ capabilities and empowering those around you.
    Willing to gain experience in ‘doing’ what is being asked of others before learning how to train it.
    Effective communicator in front of small-medium sized groups of people.
    Comfortable with ambiguity and experience working in a dynamic environment.
    Have discretion in using budgetary allocations for the region and/or department
    Experience in solar/ off-grid pump systems would be an advantage.
    Experience working in a start-up would be an advantage.
    Experience training experientially would be an advantage
    Work experience as a sales agent is an added advantage
    Experience in driving and a valid driving license is added advantage

    Apply via :

    sunculture.freshteam.com

  • Business Development Manager Business Development Associate

    Business Development Manager Business Development Associate

    About the role
    The Business Development Manager (BD Manager) at SunCulture Kenya plays a crucial role in identifying and cultivating strategic partnerships to achieve the company’s commercial goals. This involves identifying, screening, and closing B2B sales opportunities. The BD Manager will manage key stakeholders and oversee the implementation of activities with commercial partners. Additionally, the role requires the BD Manager to effectively represent SunCulture externally while building internal capacity to ensure an excellent customer experience. This necessitates strong collaboration, leadership, and capacity development within the Sales and Operations teams to successfully execute business development initiatives.
    Key Responsibilities
    Partnership Development 

    Identify and establish meaningful and impactful partnerships through research and analysis and onboard new partners.

    Stakeholder and Partner Management

    Build a high-profile network with NGOs, MFIs, banks, government entities, out-growers, and complementary product providers such as well diggers, input providers and marketers.
    Draft and negotiate contract terms, manage partnerships through effective communication and oversee the execution of all B2B projects, ensuring they are implemented within set timelines and budgetary allocations while delivering high-quality service.
    In conjunction with the leadership team facilitate the development of concept notes and grant proposals following through to the contractual stage and execution.

    Strategic Leadership

    Collaborate with the leadership team to set and execute the Business Development strategy with a focus on sales expansion, market penetration and company positioning
    Identify, evaluate, and prioritize business development opportunities, designing partnership structures, managing risks, and maximizing sales potential.
    Conduct market research, stay updated on industry trends, competitor activities, and regulatory changes that may impact partnership strategies
    Delegate duties effectively, manage time efficiently, and obtain buy-in from the Sales & Operations teams to deliver through them.

    Team Development

    Collaborate with the other members of the leadership team to set departmental KPIs, ensuring team alignment and ownership
    Recruit, onboard and manage Business Development Associates and Sales Representatives
    Develop departmental budgets and ensure adherence to allocated resources.
    Monitor costs, sales, revenue, portfolio performance and other relevant data for departmental decision-making.

    Does this sound like you?

    Minimum of 5 years of experience developing and managing strategic partnerships in B2B preferably within the renewable energy and/or agriculture industry.
    Bachelor’s Degree in Economics, Business, Finance, or related fields.
    Demonstrated experience working in cross-functional teams.
    Strong analytical mindset with the ability to convert data into actionable insights.
    Excellent verbal and written communication skills for effective presentations.
    Persuasive communicator with strong business acumen.
    Independent thinker with problem-solving skills in a fast-paced dynamic environment.
    Expert in work prioritization, time management, and handling pressure.
    Ability to work autonomously, handle multiple projects simultaneously, and step in on other projects as required.

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Field Engineer – Busia Telesales Agent

    Field Engineer – Busia Telesales Agent

    About the role:

    Reporting to the Engineering Team Lead, the Field Engineer be involved with and not limited to carrying out Technical Surveys, conducting SunCulture product installations and aftersales. He will also be a pioneer of product knowledge and troubleshooting when it comes to the innovations of SunCulture products to our customers. 

    Key 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.
    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 and working 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

    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.
    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 
    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

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Sales Team Lead – Nyandarua Field Engineer – Eldoret Business Development Manager

    Sales Team Lead – Nyandarua Field Engineer – Eldoret Business Development Manager

    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.

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Service Center Associate- Iten

    Service Center Associate- Iten

    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.

    Apply via :

    sunculture.freshteam.com

  • Debt Recovery Officer – Coast

    Debt Recovery Officer – Coast

    About the Role 
    Reporting to the Debt Recovery Manager, the ideal candidate is responsible for collections of defaulted portfolio, racing & recovery of all SunCulture assets assigned on credit but defaulted, issuance of Demand letters in the field & initiation of repossession rights on all non-performing credits above Sunculture’s PAYG credit policy guidelines.
    Key Responsibilities

    Be accountable for reducing delinquency for assigned accounts
    Ensure allocated accounts are monitored on a daily basis and appropriate actions are taken to ensure that the collection portfolio remains within acceptable limits through the application of sound credit judgment within SunCulture PAYG credit policy guidelines.
    Investigate and resolve any customer queries and complaints through verbal or written correspondence in line with SunCulture PAYG credit policies.
    Issue out demand letters at field level to defaulters with the aim to get payments back to normalcy.
    Record new commitment to repay the debt (PTPs), determine if the debt can be collected, and accordingly recommend/initiate the recovery process.
    Contact defaulting customers either by calling or visiting them with an aim of negotiating a settlement of the arrears.
    Initiate repossession of SunCulture assets as necessary.
    Achieve the monthly collection targets as assigned by the supervisor
    Identify and escalate deceased or disabled customers to the Head of Credit for review or collection termination.
    Ensure all work queues are acted upon.
    Conduct field visit assessment before visiting the market areas.
    Manage relationships with local authorities and Security Officers
    Plan and organize field collection drives across all regions
    Conduct monthly reporting as per portfolio performance on delinquency.

    Qualifications

    At least 3-6 years work experience in debt collection in microfinance, the solar industry, or a related organization
    Knowledge of relevant legal requirements and processes in microfinance and credit collections  environment or any other financial institution
    Evidence of well-developed organizational skills and the ability to meet deadlines.
    Integrity and ability to work in consumer finance with small scale farmers across Kenya
    Sound verbal communication skills include the ability to negotiate respectfully and communicate the rationale for decisions made.
    Target driven, self-starter, and problem solver
    Demonstrated ability to follow policy and procedures.
    Sound judgment, analytical, and decision-making skills.
    Accuracy and attention to detail.
    Demonstrated ability to quickly learn new systems and processes.    
    Demonstrated commitment to service excellence.
    Proficiency in GSuite, Microsoft Office

    Apply via :

    sunculture.freshteam.com