Background information about the job or company (e.g., role context, company overview)

Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the...

The Role

The Customer Service Executive – Clean Cooking will be responsible for delivering timely, empathetic, and efficient support to Sun King customers in Kenya. You will be the first point of contact for customers seeking assistance with Clean Cook and LPG products, ensuring their concerns are addressed quickly and professionally. You’ll also play a key role in supporting new market rollout activities by providing feedback from the frontline.

Responsibilities or duties

• Handle inbound and outbound customer communications across multiple channels (calls, SMS, email, WhatsApp).
• Respond to inquiries related to product usage, payments, installations, and service requests.
• Escalate unresolved or critical issues to supervisors and relevant departments.
• Record and update customer interactions in CRM tools with accuracy and clarity.
• Provide first-level troubleshooting support and educate customers on safe and effective product use.
• Monitor customer satisfaction and proactively follow up to ensure resolution.
• Share trends, common issues, and customer insights with the contact centre team to improve service delivery.
• Support customer onboarding efforts in new areas by answering queries and guiding them through product processes.

Qualifications or requirements (e.g., education, skills)

• Strong communication skills in English and Swahili, with the ability to connect with customers empathetically and professionally.
• Basic proficiency in using CRM tools, mobile apps, and communication systems.
• A customer-first mindset with a strong sense of ownership and accountability.
• The ability to remain calm and solutions-oriented while handling customer complex concerns.
• Familiarity with clean energy or LPG products is an added advantage.

Experience needed

At least 1–2 years of experience in a contact centre, customer service, or front-facing support role.

• Handle inbound and outbound customer communications across multiple channels (calls, SMS, email, WhatsApp).
• Respond to inquiries related to product usage, payments, installations, and service requests.
• Escalate unresolved or critical issues to supervisors and relevant departments.
• Record and update customer interactions in CRM tools with accuracy and clarity.
• Provide first-level troubleshooting support and educate customers on safe and effective product use.
• Monitor customer satisfaction and proactively follow up to ensure resolution.
• Share trends, common issues, and customer insights with the contact centre team to improve service delivery.
• Support customer onboarding efforts in new areas by answering queries and guiding them through product processes.

• Strong communication skills in English and Swahili, with the ability to connect with customers empathetically and professionally.
• Basic proficiency in using CRM tools, mobile apps, and communication systems.
• A customer-first mindset with a strong sense of ownership and accountability.
• The ability to remain calm and solutions-oriented while handling customer complex concerns.
• Familiarity with clean energy or LPG products is an added advantage.

• BA/BSc/HND