Sun King

Off-grid solar home systems provider

Customer Support Intern - Regional Service Centers

Customer SupportUpdated on Nov 13

Full-timeNairobi, KenyaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in a relevant discipline is required.
At least 1–2 years of experience in customer service, aftersales, service centre operations, technical assistance, shop operations, or a related field is required.
The ability to coordinate with teams across different functions to achieve service targets is required.
Effective customer service and communication skills are required.
Clear verbal and written communication skills are required.
The ability to conduct basic troubleshooting and initial product screening is required.
Experience ensuring accuracy in documentation, record-keeping, and system updates is required.
The ability to manage multiple customer cases and meet defined service timelines is required.
A practical, solutions-oriented approach to customer issues and service delivery is required.
The ability to perform effectively in a fast-paced service centre environment is required.

Responsibilities

Serve as the primary contact for walk-in customers visiting the Regional Service Centre for repairs, replacements, and other aftersales assistance.
Receive and register customer repair and replacement requests in line with established procedures.
Conduct initial screening and basic troubleshooting of faulty products before transferring units to technicians for further diagnosis or repair.
Evaluate customer issues against applicable warranty, repair, and replacement guidelines, referring cases that require technical assessment or further review.
Explain the next steps, expected timelines, and applicable service procedures to customers.
Provide customers with updates on case progress and follow up on pending or escalated issues.
Inform customers about proper product usage, basic maintenance, warranty coverage, and available aftersales service channels.
Receive and process faulty units sent from feeder shops to the Regional Service Centre for repair.
Record incoming units accurately, including unit details, condition, and source shop.
Ensure units are properly tagged and transferred to technicians for technical assessment and repair.
Process repaired units for dispatch to the respective feeder shops, ensuring accurate system updates and documentation.
Coordinate with feeder shops and logistics teams to facilitate the timely movement of units.
Maintain accurate records of units received, awaiting repair, repaired, and dispatched.
Report discrepancies, missing units, system issues, and delays promptly to the relevant teams.
Deliver professional and respectful service to customers visiting the Regional Service Centre.
Apply repair, replacement, and warranty procedures consistently in line with established guidelines.
Record customer interactions, service actions, and inventory movements accurately and promptly in the CRM and other aftersales systems.
Process customer cases and unit movements within defined service timelines.
Coordinate with technicians, shop teams, and field teams to resolve customer issues within the required timelines.
Contribute to initiatives that increase awareness and use of Regional Service Centre services.

Desired Qualifications

Experience handling walk-in customers in a service or repair environment is an added advantage.
Basic technical knowledge of electrical, electronic, and solar products is an advantage.

Location: Kenya
About the role:

The Customer Service Intern will be based at a Regional Service Centre and will serve as the first point of contact for customers seeking aftersales assistance, including product repairs and replacements.

The role will involve receiving and screening faulty units, performing basic troubleshooting and initial checks, processing repair and replacement requests in line with established guidelines, and maintaining accurate records in the relevant systems.

The Customer Service Intern will also coordinate the movement of faulty and repaired units between the Regional Service Centre and feeder shops. This includes receiving and recording units, transferring them to technicians for repair, and arranging dispatch to the respective feeder shops.

The role requires customer service expertise, attention to detail, compliance with established procedures, and coordination with technicians, shop teams and other internal departments to deliver an efficient aftersales experience.

1. Customer Service and Service Intake

Serve as the primary contact for walk-in customers visiting the Regional Service Centre for repairs, replacements and other aftersales assistance.
Receive and register customer repair and replacement requests in line with established procedures.
Conduct initial screening and basic troubleshooting of faulty products before transferring units to technicians for further diagnosis or repair.
Evaluate customer issues against applicable warranty, repair and replacement guidelines, referring cases that require technical assessment or further review.
Explain the next steps, expected timelines and applicable service procedures to customers.
Provide customers with updates on case progress and follow up on pending or escalated issues.
Inform customers about proper product usage, basic maintenance, warranty coverage and available aftersales service channels

2. Regional Service Centre Operations

Receive and process faulty units sent from feeder shops to the Regional Service Centre for repair.
Record all incoming units accurately, including unit details, condition and source shop.
Ensure all units are properly tagged and transferred to technicians for technical assessment and repair.
Process repaired units for dispatch to the respective feeder shops, ensuring accurate system updates and documentation.
Coordinate with feeder shops and logistics teams to facilitate the timely movement of units.
Maintain accurate records of units received, awaiting repair, repaired and dispatched.
Report discrepancies, missing units, system issues and delays promptly to the relevant teams.

3. Service Quality and Process Compliance

Deliver professional and respectful service to customers visiting the Regional Service Centre.
Apply repair, replacement and warranty procedures consistently in line with established guidelines.
Record customer interactions, service actions and inventory movements accurately and promptly in the CRM and other aftersales systems.
Process customer cases and unit movements within defined service timelines.
Coordinate with technicians, shop teams and field teams to resolve customer issues within the required timelines.
Contribute to initiatives that increase awareness and use of Regional Service Centre services.

A bachelor's degree in a relevant discipline.
At least 1–2 years of experience in customer service, aftersales, service centre operations, technical assistance, shop operations or a related field.
Experience handling walk-in customers in a service or repair environment is an added advantage.
Basic technical knowledge of electrical, electronic and solar products is an advantage.
The ability to coordinate with teams across different functions to achieve service targets.
Effective customer service and communication skills.
Clear verbal and written communication skills.
The ability to conduct basic troubleshooting and initial product screening.
Experience in ensuring accuracy in documentation, record-keeping and system updates.
The ability to manage multiple customer cases and meet defined service timelines.
A practical, solutions-oriented approach to customer issues and service delivery.
The ability to perform effectively in a fast-paced service centre environment.

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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