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Customer Loyalty Executive at Greenlight Planet

Greenlight Planet is a social, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.

Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa.  Greenlight’s Sun King™ products provide modern light and energy to 30 million people in more than 60 countries.

From the company’s wide range of trusted Sun King™ solar lamps and home energy systems, to its innovative distribution partnerships, to its EasyBuy™ pay-as-you-go consumer financing model, Greenlight Planet continuously strives to meet the evolving needs of the off-grid market.

Greenlight stays in touch with underserved consumers’ needs in part by operating its own direct-to-consumer sales network, including thousands of trusted sales agents in local communities.  But to reach most consumers, Greenlight partners with hundreds of of last-mile distribution companies, ranging from small retail wholesalers, to the world’s largest micro-finance institutions, mobile network operators, and energy companies.

Today, with over 1100 full-time employees in 9 countries, we remain continuously impressed at how each new team member contributes unique and innovative solutions to the global off-grid challenge, from new product designs, to better training strategies, to more efficient logistical and after-sales service systems.  We listen closely to each other to improve our products, our service, and ultimately, the lives of underserved consumers.

 

Description of the role:

The Customer Loyalty Executive  will be leading the efforts and processes related to collections of our Easy Buy products in the field. He/She will be giving advice and suggestions on how to improve customer payments and satisfaction while able to ensure that the Company offer matches end users expectations. The position will be based in the region with 80-90% of time spent in field related activities.

Essential responsibilities:

  1. Analyse regional portfolio and repayment trends and lay down strategies to improve the same
  2. Work with regional teams to ensure that set policies on collection are adhered to
  3. Track down Port Folio at Risk and champion recovery process
  4. Work with regional field teams to pro -actively set and execute strategies that will result in reducing default rates
  5. Flag any activities or actions by the field sales team that may lead to exposure
  6. Establishes essential communication and reporting structure with field teams.
  7. Designs and keeps track of operational improvements necessary for ensuring better repayments and customer satisfaction
  8. Achieves set Active Portfolio management target as communicated from time to time.
  9. Preparing reports on weekly/monthly basis.
  10. Informs management of trends in accounts that contribute to delinquency.

 

Qualifications / Requirements

Bachelor Degree related to Finance, Community Development, Communication, Credit Risk Management or related fields

At least 2 years of work experience in a similar position or role

Strong experience from Microfinance/banking underground on Credit Collections.

Conversant with computer packages.

Must have good analytical skills

 

 

Desired Characteristics

  • Excellent interpersonal skills.
  • Clear and straight to the point communication skills with fluency in both written and spoken English and Kiswahili
  • Clear thinking/problem solving ability
  • Excellent attention to details
  • Excellent issue-tracking and resolution skills
  • able to handle multiple tasks at the same time without errors and mistakes.
  • Able to make presentations

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