3 Job positions of Customer Service Assistant – Clean Energy Initiative at SPOUTS of Water Rwanda Ltd. | Gisenyi : Deadline: 02-01-2023

Customer Service Assistant – Clean Energy Initiative (CEI) (3 positions available)

SPOUTS of Water Rwanda Ltd.

Who we are

SPOUTS of Water Rwanda LTD is a for-profit social business that manufactures and sells the Purifaaya™ ceramic water filters and distributes rocket stove technology. SPOUTS was created in Uganda in 2014 with the simple idea that ceramic water filters could be made and sold locally, providing an amazingly effective product through a sustainable business model. SPOUTS is currently the largest ceramic water filter manufacturer in Africa.

Since SPOUTS sold its first Purifaaya in 2015, it has distributed 130,000+ filters to East Africa providing over 650,000 end-users with long-term access to safe drinking water. SPOUTS is a rapidly-growing organization with over 500 employees across Uganda and Rwanda. The next step is to expand its operations throughout East, West and Southern Africa.

Role description

The Customer Service Assistant initiates and maintains contact with beneficiaries/customers to ensure proper usage and maintenance of the rocket stoves, monitoring and evaluation of the rocket cookstove, and prompt resolution of any beneficiary issues. The Customer Service Team ensures good customer satisfaction, protecting the rocket cookstove and SPOUTS of Water brand.

Duties and Responsibilities:

1. Contribute to maintaining the system for recording follow-up information on all project beneficiaries receiving a rocket cookstove.
   1. Ensure accurate and timely data entry to support reliable reporting for business processes
   2. Contribute to the maintenance of effective administrative systems to ensure accurate information is recorded and readily available
   3. Liaise with the Accounting team to ensure the data is accurate and to resolve any allocation issues.
2. Follow procedures to ensure timely follow-up with beneficiaries to maximise and ensure a high usage rate of the rocket stoves.
   1. Contact beneficiaries to confirm receipt, usage and proper maintenance of the rocket cookstove
   2. Contact beneficiaries to get the direct customer experience of the stove
   3. Ensure all beneficiary challenges are actioned and resolved according to guidelines.
3. Demonstrate corporate responsibility
   1. Always in a manner consistent with SPOUTS’ values
   2. Comply with the SPOUTS standards of conduct and all applicable policies and legislation

Qualifications and Experience:

• Ability to follow guidelines and procedures
• Attention to detail and data accuracy
• Well-developed communication and listening skills
• Capacity to be adaptable based on customer information and feedback to ensure that issues are effectively resolved
• Commitment to achieving customer service performance targets
• Proven ability to coordinate processes and prioritize workload in a busy environment
• Experience using Microsoft Word, Excel and databases, preferably in a work environment
• Experience in a debt recovery/loans administration is an advantage
• High level of competence in spoken and written Kinyarwanda and English language skills

Interested in applying for this role?

To apply, please use this Link

We will review applications on a rolling basis, so please apply as soon as possible. Due to the volume of applications, we may not be able to respond to every individual application we receive. If you do not receive an invitation for an interview from us within 3 weeks of applying, please consider your application unsuccessful.

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