Inactive

Sun King

Off-grid solar home systems provider

Customer Engagement Manager

Customer ExperiencePosted on Sep 2

Full-timeAddis Ababa, EthiopiaNo salary listedIn-person

About the Job

Requirements

At least 3 years of experience managing call center operations within a large-scale team at manager level.
A bachelor's degree or equivalent qualification.
Strong data interpretation and research abilities, including translating customer feedback into data and customer ideas into product recommendations.
Ability to motivate and communicate effectively with colleagues and stakeholders at all levels.
Strong relationship-building skills and the ability to use these relationships to improve customer outcomes.
Excellent communication and negotiation skills.
Strong organizational skills, with consistent follow-up and task completion.
Ability to work effectively with and mentor culturally diverse, skilled teams.
Knowledge of staff engagement and team motivation practices that contribute to strong team morale.

Responsibilities

Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams.
Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations.
Ensure daily, weekly, and monthly reporting on outbound calls and performance against key performance indicators.
Monitor and track performance and service-level agreements for the Credit & Finance and Welcome Teams, ensuring they meet required standards.
Consolidate and validate training and development requirements across the customer engagement and service teams.
Provide ongoing coaching and mentorship to team members.
Hold one-on-one discussions with team members to address performance matters and identify appropriate actions.
Manage staff disciplinary matters when coaching and training have not achieved the required performance improvement.
Document absences and maintain records across relevant systems and trackers.
Develop a tracking system to identify attendance trends.
Maintain accountability across team members and team managers, involving Human Resources in disciplinary matters where required.
Control planned and unplanned shrinkage so it does not exceed a combined 35% of total headcount for each team or function.
Maintain workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements.
Promote a customer-centric culture across the organization.
Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions.
Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions.
Implement quarterly performance appraisals.
Maintain hourly, daily, weekly, and monthly performance tracking and follow up consistently on action items.
Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations.
Enable managers to manage their teams effectively, coordinate across the wider function, and build team capability.
Work with Operations, Finance, Human Resources, and Sales in the Ethiopia market to establish effective ways of working across teams.
Evaluate and optimize workforce capacity to ensure the operation has the skills, structure, capacity, and quality needed to deliver high-quality service across customer engagement and service functions and products.
Define and manage call center functions in line with industry standards and expectations.
Guide and develop customer engagement and service team managers through structured training and mentorship programmes.
Monitor peak-period performance and Ethiopia call center metrics against relevant market standards.
Manage stakeholder engagement and field-related requirements across the functions.

Job Location: Addis Ababa, Ethiopia.

About the Role

The Customer Engagement Manager at Sun King will oversee the call center and field teams in Ethiopia, with a focus on maintaining strong performance across the customer engagement and service functions. The role will work closely with customer engagement and service team managers to strengthen performance, develop team capability, and maintain high standards across the operation.

Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams.
Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations.
Ensure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs.
Closely monitor and track performance and SLAs for the Credit & Finance and Welcome Teams, ensuring they meet required standards as critical business functions.
Consolidate and validate training and development requirements across the customer engagement and service teams.
Provide ongoing coaching and mentorship to team members.
Hold one-on-one discussions with team members to address performance matters and identify appropriate actions.
Manage staff disciplinary matters where coaching and training have not achieved the required improvement in performance.
Document all absences and keep records updated across relevant systems and trackers.
Develop a tracking system to identify noticeable attendance trends.
Maintain accountability across team members and team managers, involving HR in disciplinary matters where required.
Maintain effective control of shrinkage, ensuring that planned and unplanned shrinkage does not exceed a combined 35% of total headcount for each team or function.
Maintain smooth workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements.
Promote a customer-centric culture across the organization.
Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions.
Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions.
Implement quarterly performance appraisals.
Maintain hourly, daily, weekly, and monthly performance tracking, with consistent follow-up on action items.
Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations.
Enable managers to effectively manage their teams, with strong coordination across the wider function and a focus on building capability.
Work closely with other functions, including Operations, Finance, HR, and Sales, within the Ethiopia market to establish effective ways of working across teams.
Evaluate and optimize workforce capacity to ensure the operation has the required skills, structure, capacity, and quality to deliver high-quality service across all customer engagement and service functions and products.
Define and manage call center functions in line with industry standards and expectations.
Guide and develop customer engagement and service team managers through structured training and mentorship programmes.
Monitor peak-period performance and Ethiopia call center metrics against relevant market standards.
Manage stakeholder engagement and field-related requirements across the functions.

3+ years of experience managing call center operations within a large-scale team at manager level.
A team-oriented approach, patience, and a strong focus on people, with the ability to work effectively with a highly skilled and experienced team.
Strong data interpretation and research abilities, with the ability to translate customer feedback into data and customer ideas into product recommendations.
Demonstrated ability to motivate and communicate effectively with colleagues and stakeholders at all levels.
Strong relationship-building skills and the ability to use these relationships to improve customer Excellent communication and negotiation skills.
Strong organizational skills, with a consistent approach to follow-up and task completion.
Ability to work effectively with and mentor culturally diverse, skilled teams.
Good knowledge of staff engagement and team motivation practices that can contribute to strong team morale.
A bachelor's degree or equivalent qualification.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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