Job description

African Clean Energy (ACE) requires a diligent, hardworking and enthusiastic person who will work closely with the Response team leader, fellow-team members and the Regional Manager. He/she should be motivated, ambitious, hardworking and flexible in a variety of tasks and functions they will perform.

Job Description

• Immediate Response to customer complaints as outlined and opened in salesForce.
• Effective Reporting of performed activities on assigned time intervals.
• Ensure fixes done on the ACE components are effective and reliable.
• Work with the Response Team Leader to ensure that best practices are being taught and shared not only with fellow employees but also with Customers.
• Collaborate with teams from other locations of ACE to ensure quality production of work.
• Ensure the Operating space is always clean and organized.
• Ensure all visits meet the values of ACE, plus! Work in line with the guidelines and policies of ACE.
• Perform Delegated tasks to meet Maintenance schedules and satisfy employer and customer needs.
• Effective communication with all key players within the maintenance circles i.e. customer relations for positive results/customer satisfaction.
• Perform troubleshooting to solve minor and major repair issues.
• Ensuring that all Department works adhere to the set SOPs/guidelines by making them known to fellow members/employees.
• Full involvement in scheduled training for Repairs in a specific outlined period of time.
• Oversee Quality Control Procedures.
• Any other tasks the Response Team Leader, Regional Manager, Operations Director/Regional Director

Core Responsibilities;

a)Closing Case

• Ensure turnover of repairs is done within 1 – 2 days.
• Immediately close cases on Salesforce once effectively handled.
• Ensure economical use of spare parts through repairing damaged parts

b)Stove Syncing

• Target at least 80 connections per month
• Target at least 20 connections per week
• Target at least 4 connections per day
• Target 20 new connections per month
• Target 5 new connections per week
• Target 5 repossessions a week

c)Fuel, ACE One + ACE Connect, After-sale customer service

• Support Sales teams in pushing ACE One and Briquettes through direct selling and referrals.
• Conduct preventive after-sales maintenance training, on how to properly use the stove and briquettes.
• Support Customer Response teams in collecting pending payments through 
• Training the customer on how to make repayments using MOMO pay or Airtel pay.
• Assist customers to install the ACE Connect application if they have a smartphone in-order to ease fuel orders and to help sync their stove to aid technical support

Required Skills and Background

• Advanced Certificate preferably in a technical field
• Electrical wiring and repairs Background
• Basic customer relations experience
• Organizational Skills
• Communicates Effectively
• Collaborative / Team Player
• Solution-Oriented