Description Location: Nampula, Mozambique About the role: The Customer Service Executive will work closely with the sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively. What you would be expected to do: Initiates and implements corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained Receive customer queries and ensure these are resolved promptly Proactively Listen to handle all queries efficiently while maintaining service quality and standards. Help minimise defaults by reaching out to customers with delayed payments. Proactively contact dormant customers directly to resolve any pending issues. Building and maintaining good customer relationships with regard to the diversity of the customer base. Report to the call centre team managers issues raised from customers that need immediate actions or resolutions from the management. Check customer satisfaction degree after a sale and increase customer retention. Gather and document information about the customer and the product via available applicable systems. Perform any other tasks or duties that may be assigned. You might be a strong candidate if you: Hold a Bachelor's Degree/Diploma in Social Science Studies or similar Possess basic knowledge of Excel spreadsheets and data entry skills Have experience in assisting customers is a plus Are open to working in a flexible and creative work environment with fast-evolving operations Have the ability to multitask while working under tight deadlines with close attention to detail Have the ability to remain professional and courteous with customers at all times Have excellent verbal and written communication skills - both in English and Portuguese Fluent in the local languages of southern and northern Mozambique (Xichangana, Citshwa, Xirhonga, Emakhuwa, Lomwe, etc.) Are able to work in shifts What we offer (in addition to compensation and statutory benefits): Professional growth in a dynamic, rapidly expanding, high-social-impact industry. An open-minded, partnership culture made up of talented colleagues who are passionate by the need of innovation towards profound impact on people and the planet. A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. Structured, tailored learning and development programs that help you become a better mentor, manager, and professional through the Sun Center for Leadership. We place great importance on sustaining a diverse, inclusive work environment. We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state. Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability. About Sun King Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month. Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash. Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively. Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter. From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers. Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
