2 Job positions (Customer Service Assistant) (Data Harvest) at Arc Power Ltd : Deadline: 19-08-2021

VACANCY – Customer Services Assistant (Data Harvest)

INTRODUCTION

ARC Power is an off-grid solar minigrid company working to provide affordable, clean and reliable energy to customers in rural areas across Rwanda. Founded in 2017, and operational since 2018, we have been working to connect as many communities as possible to our power systems so that they can access the full benefits of grid-style electricity, but that’s generated without the use of fossil fuels.

Now, ARC Power is in a position to expand and targets connecting 20,000 homes to power in the next 18 months, therefore we have a number of exciting positions coming available.

THE ROLE

The Customer Service Assistant (Data Harvest) works with the Customer Service Lead and Customer Field Agent and Customer Service Call Center Assistant as a part of  the Customer Service Team (CST). There priary role is to encurage new customers to sign up for our services within our new connection areas, known as the ‘Data Harvest’.

Core Tasks:

1. Onboarding of new customers as a part of ARC Power’s implementation process, referred to as the ‘Data Harvest’. This requires a sales focus to encourage customers to sign up for electricity connection, and sale of additional services and upgrades.

2. Supporting the Customer Service Lead  in working  with the Survey Lead and team and their processes to achieve the successful handover of Survey data from the Survey Team and transition this data into our software (GM) through the customer data harvest.

3. Delivering a good customer service quality, ensuring dedicated support processes are in place and developing innovative and robust methods for ensuring ARC Power has a positive and collaborative relationship with its customers and the communities ARC Power provides electricity and other services to.

4. Training the customers how to use our USSD during data harvesting when they pay for the activation fees.

5. Supporting the Customer Service Field Agent in creating awareness of ARC Power’s productive use programme as this team works closely within the Customer Service Team.

Responsibilities:

1. Managing the incorporation of each implemented cell into the Customer Service section (the ‘Data Harvest’):

1. Selling ARC Power’s services to potential new customers, with an additional focus on signing customers up for upgrades and productive use appliances.
2. Meeting with the local authorities  and leadership with Customer Service Lead.
3. Ensuring complete transactional compliance – checking what the Survey Team have delivered is correct and complete.
4. Resolving transition & transaction issues.
5. Demonstrating good communication skills and patience.
6. Setting targets and hitting them on time.
7. Resolving all contracting, connection and Electricity Supply and Rights of Way Agreement issues.
8. Develop systems and processes for community engagement. Engage with the community pro-actively to provide information in the right way, drive development and facilitate growth.

2.Developing and maintaining the Customer Service section:

1. Developing, improving and maintaining Customer Service Standards.
2. Maintaining SOPs, templates, processes and risk assessments.
3. Maintaining customer service records and data, and providing proper hand over to the teams in charge.
4. Developing analysis and research processes to feed into system operations, optimisation, design and specification improvements.
5. Resolving issues, identifying risks and ensuring compliance.
6. Maintaining operations and operational readiness.

REQUIRED SKILLS

Essential:

• At least 1 year experience in a sales environment
• Proven ability to achieve and exceed sales targets
• Proactive, enthusiastic business acumen and  willing to learn
• Demonstrated sustained sales growth
• Willingness to relocate nationwide. Initially this position will be based in Gatsibo District.
• Excellent Kinyarwanda and English.

Desirable:

• Knowledge and experience of sales in rural communities.
• Knowledge of GIS based computer applications.
• Knowledge of identifying new opportunities.

REMUNERATION

The Customer Service Assistant remuneration package is as follows:

• Gross pay before all tax and deductions:

  • RWF 250,000 per month payable monthly in arrears on the last day of the month.

• RSSB healthcare (with 15% employee contribution)

APPLICATION GUIDELINES

Interested and qualified candidates should submit 1 page Cover letter, and updated CV (maximum three pages) and names, title and contacts of three professional referees, to include most current employer/supervisor (all in/as one document) – via email only to: careers@arcpower.co with the POSITION applied for clearly indicated in the subject line. The deadline for submission of applications is August 19th 2021. Only shortlisted candidates will be contacted.