JOB DETAILS:
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.
Job Title
Customer Service Assistant – Clean Energy Initiative (CEI)
Location
SPOUTS of Water Rwanda Ltd.
Duties and Responsibilities:
• Contribute to maintaining the system for recording follow-up information on all project beneficiaries receiving a rocket cookstove.
• Ensure accurate and timely data entry to support reliable reporting for business processes
• Contribute to the maintenance of effective administrative systems to ensure accurate information is recorded and readily available
• Liaise with the Accounting team to ensure the data is accurate and to resolve any allocation issues.
• Follow procedures to ensure timely follow-up with beneficiaries to maximise and ensure a high usage rate of the rocket stoves.
• Contact beneficiaries to confirm receipt, usage and proper maintenance of the rocket cookstove
• Contact beneficiaries to get the direct customer experience of the stove
• Ensure all beneficiary challenges are actioned and resolved according to guidelines.
• Demonstrate corporate responsibility
• Always in a manner consistent with SPOUTS’ values
• 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
Education Requirement: No Requirements
Job Experience: No Requirements
Work Hours: 8
Job application procedure
Interested in applying for this role?
To apply, please click 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.
JOB DETAILS:
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 Coordinator works in the Clean Energy Initiative (CEI) team. The Customer Service Coordinator is responsible for optimizing all aspects of rocket stove installations and the after-service for our customers, including maintaining relationships with customers in order to measure customer satisfaction and encourage future collaborations on other products.
Job Title
Customer Service Coordinator – Clean Energy Initiative (CEI)
Location
SPOUTS of Water Rwanda Ltd.
Duties and Responsibilities:
• Manage a team of Customer Service Assistants who are responsible for calling our customers (3 people to start with), including team management, scheduling, evaluation and monitoring of general operations.
• Ensure that the After-Installation processes are completed in a timely and accurate manner to optimize the flow of usage of the cookstoves and filters. This function includes ensuring the completion of installations, verifications and timely communication with beneficiaries to encourage higher usage rate.
• Setting Performance goals for the team and monitoring team performance to ensure that service standards are met.
• Work directly with the CEI field team in the implementation of the program goals.
• Develop and implement strategies to improve beneficiary mindset and usage of the rocket stoves and filters.
• Coordinate provision of quality care programs by offering problem-solving processes and arranging replacements or repairs of cookstoves and filters to ensure beneficiary satisfaction.
• Ensure prompt resolution of any beneficiary complaints about product quality.
• Identify potential problems and take proactive steps to protect the company against bad reputation.
• Provide day-to-day coordination of staff (Customer Experience Assistants) in the Customer Experience functions.
• Other duties assigned by the manager about customer service and other job duties.
• Demonstrate corporate responsibility. Always act in a manner consistent with SPOUTS’ values. Comply with the SPOUTS’ standards of conduct and all applicable policies and legislation.
• Represent SPOUTS in public and official forums, functions, and joint ventures as required.
Qualifications and Experience:
• Experience with the use of databases for tracking metrics.
• Fully proficient with Microsoft Word, Excel and able to use G-Suite (Google Sheets, Google Forms, Google Docs)
• Experience with an interaction center (call center)
• Bachelor’s degree
• Personal qualities of integrity, credibility, and dedication to the mission of SPOUTS.
• Excellent communication and relationship-building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.
• Personal commitment to excellent customer service.
• Applies broad-based knowledge to manage projects, account for resources, and ensure compliance with relevant legislation and standards.
• A successful track record in setting priorities, managing work demands, and evaluating progress while remaining responsive to changing priorities.
• Works autonomously, delegating appropriately to manage workload.
• Uses initiative to develop new approaches and achieve high-performance outcomes.
• Commitment to training staff to maximize individual and organizational goals.
• Works well in a multi-functional and multi-cultural team.
Job Experience: No Requirements
Work Hours: 8
Level of Education: Bachelor Degree
Job application procedure
Interested in applying for this role?
Click here to Apply
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.
Deadline of this Job:
06 January 2023
Within Rwanda , Kigali , East Africa
Summary
Date Posted: Tuesday, December 20, 2022 , Base Salary: Not Disclosed
Learn more about Muganga Sacco
Muganga Sacco jobs in Rwanda
JOB DETAILS:
RECRUITMENT NOTICE Nº 013/12/2022
MUGANGA SACCO is a Savings and Credit Cooperative for Health sector staff in Rwanda headquartered in Kicukiro District (KK 15 Rd, Kigali Silverback Mall,1st F). Its primary objective is to improve members’ socio-economic conditions and promote access to finance, by assisting them to make savings and access low-rate loans, therefore contributing significantly to their retention. It is a legally registered SACCO by Rwanda Cooperative Agency (RCA) and licensed by the National Bank of Rwanda (BNR).
MUGANGA SACCO wishes to recruit the highly competent and self-driven staff on the position of Customer Relationship Manager on permanent basis regardless the gender, and other kind of discriminations.
RECRUITMENT DETAILS:
Position: Customer Relationship Manager
Number of needed staff: 1
Employment period: Open-ended period (Full-time)
Working place: Head Office/Kigali
JOB PURPOSE STATEMENT
Reporting to Director of Business Development Department, the Customer Relationship Manager exists to constantly identify opportunities to grow the member base and build positive relationships with new members.
Supervising a team of Customer Relationship Officers, he/she should coordinate to achieve the set objectives in mobilization of new members, deposits and credits; as well as deepening MUGANGA SACCO' relationships with the existing members by offering them other financial products and information needed solutions to problems to ensure maximum client satisfaction.
KEY RESPONSIBILITIES
• Build and maintain profitable relationships with healthcare institutions;
• Oversee the relationship with members handled by his team;
• Resolve Members’ complaints quickly and efficiently;
• Keep Members’ updated on the latest products in order to increase sales;
• Meet with managers in the organization to plan strategically;
• Expand the customer base by upselling and cross-selling;
• Understand members ‘individual needs and addressing these;
• Conduct business reviews using CRM programs;
• Know your competition and strategizing accordingly;
• Achieving the monthly sales targets, Cross sell assets and fee products;
• Maintain periodic status reports, including consolidated daily activity report and calls/follow-ups made.
KEY MEASURABLE GOALS
• Number of new members;
• Increase percentage of deposits and loan portfolio;
• Percentage of members' satisfaction;
• Level of members' communication in terms of Muganga SACCO products.
SKILLS & COMPETENCIES
• Superior knowledge in Marketing and Networking Skills, Business Banking and Product Development;
• A team player with high leadership skills;
• Good motivational and training skills;
• Excellent interpersonal and communication skills;
• High level of Negotiation skills;
• High standards of reporting familiarity;
• High level of Analytical thinking and Problem solving skills;
• Maintain a positive attitude focused on member satisfaction;
• Proficient in all Microsoft applications and rapidly adaptive in Core banking system.
REQUIREMENTS
• Being Rwandan aged between 30 and 40 years’ old (ID Required);
• Bachelor’s degree in Management and/or Business administration (Marketing, Banking and Finance) or Economics (Money and Banking or Monetary Economics);
• Having an experience of 7 years in financial institution (BANK, MFI or SACCO) and at least 3 years of experience to the similar managerial position (Proof of experience required);
• Fluent in Kinyarwanda and English (Knowledge of French is an added advantage);
• Ready to work (most of the time) on field and traveling in the provinces outside Kigali.
Work Hours: 8
Experience in Months: 84
Level of Education: Bachelor Degree
Job application procedure
Interested candidates should submit soft copies of the motivation letter, CV and copy of required degree, other important documents and Maximum of 3 persons of professional references addressed electronically to the Director General, Muganga SACCO Head Office, 1st floor of the Silverback Mall, latest 06/01/2023 at 5:00 PM on the following email address:
Questions/clarifications may be requested by email to the following email address:
Kindly note that only shortlisted candidates will be contacted for Interview.