About Ignite Energy Access

Ignite Energy Access is an Abu Dhabi-based leader in distributed renewable energy solutions, dedicated to providing affordable, reliable, and sustainable electricity to underserved communities across Africa. Now operating across 12 countries and serving over 15million people. Through innovative technology, scalable business models, and impact-driven financing, Ignite Power is transforming lives, fostering economic growth, and driving the continent’s clean energy transition.

Job Purpose/Mission

To deliver timely, accurate, and professional customer interactions across inbound and outbound channels by receiving inquiries, driving collections or sales outcomes, and enhancing overall customer experience, while consistently meeting productivity, quality and compliance standards in a Call Center environment.

Duties and responsibilities

Creating a Positive Customer Experience

• Make outbound calls to IEA customers to attain given work targets.
• Receive Inbound calls from IEA customers for issue resolution and support.
• Customer Education through welcome calls and other onboarding processes.
• Be empathetic and compassionate while dealing with and managing customers’ complaints.
• Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with IEA.
• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
• Endeavor to give all IEA customers great end-to-end customer experience.
• Relationship management to increase client retention.
• Always enter accurate and honest information into the IEA data systems.
• Capture data of high quality that can be used to better serve our customers.

Product Knowledge

• Learn all product details, specifications, prices, and capabilities to be equipped with all product information.
• Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities.
• Demonstrate the ability to diagnose and resolve technical issues with MySol products and other Accessories.
• You should be able to demonstrate an in-depth understanding of the customer finance agreement.
• Take initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.

Administration and Team Building

• Escalate unresolved issues or questions to your immediate supervisor.
• Support in maintaining a conducive environment for both internal and external customers.
• Provide ideas, feedback, and contributions to IEA Strategy on how to improve customer experience.

Assist in Sales / Cross Selling

• Through creating good rapport with existing customers, he/she should be able to identify new sales leads and communicate to the sales team.
• Cross selling to existing customers

Knowledge and skills

Experience:

• Conversant with use of computers
• Excellent interpersonal skills
• Should demonstrate both verbal and written communication (English)
• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem-solving skills (solutions oriented)
• Good influencing and negotiation skills
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas

Qualifications:

• Degree or diploma in a relevant field from a recognized institution

Language(s):

Must speak at least 2 languages from any of the following language combination.

• Rukonjo, Luganda
• Ateso Luganda
• Nga’karimojong, Luganda
• Japadhola, Luganda

Technology:

Good computer skills: Proficiency in MS Office( Ms word, Ms Excel, Ms PowerPoint)

• Make outbound calls to IEA customers to attain given work targets.
• Receive Inbound calls from IEA customers for issue resolution and support.
• Customer Education through welcome calls and other onboarding processes.
• Be empathetic and compassionate while dealing with and managing customers’ complaints.
• Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with IEA.
• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
• Endeavor to give all IEA customers great end-to-end customer experience.
• Relationship management to increase client retention.
• Always enter accurate and honest information into the IEA data systems.
• Capture data of high quality that can be used to better serve our customers.
• Learn all product details, specifications, prices, and capabilities to be equipped with all product information.
• Always provide accurate product information to customers and never oversell or lie to customers about our product capabilities.
• Demonstrate the ability to diagnose and resolve technical issues with MySol products and other Accessories.
• You should be able to demonstrate an in-depth understanding of the customer finance agreement.
• Take initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.
• Escalate unresolved issues or questions to your immediate supervisor.
• Support in maintaining a conducive environment for both internal and external customers.
• Provide ideas, feedback, and contributions to IEA Strategy on how to improve customer experience.
• Through creating good rapport with existing customers, he/she should be able to identify new sales leads and communicate to the sales team.
• Cross selling to existing customers

• Conversant with use of computers
• Excellent interpersonal skills
• Verbal and written communication (English)
• Ability to work in teams or independently
• Critical thinking skills (ability to think outside the box)
• Good problem-solving skills (solutions oriented)
• Good influencing and negotiation skills
• Flexibility with ability to work under pressure to meet deadlines
• Willingness and desire to learn new ideas
• Good computer skills: Proficiency in MS Office (Ms Word, Ms Excel, Ms PowerPoint)
• Must speak at least 2 languages from the listed language combinations

• Degree or diploma in a relevant field from a recognized institution
• Must speak at least 2 languages from any of the following language combination: Rukonjo, Luganda; Ateso Luganda; Nga’karimojong, Luganda; Japadhola, Luganda