Customer Engagement Executive at Sun King Uganda, Kampala

Location: Kampala

Languages: Must speak – Runyakitara (Runyankole, Rukiga, Runyoro, Rotooro, and Lukonzo)

About the role:
The Customer Service Executive at Sun King will promote and deliver high-quality, professional service to our customers. You will effectively and efficiently resolve queries, take ownership of issues until resolution, and achieve productivity performance standards set by the Customer Service Function.

What you would be expected to do

Customer Education and Assistance:

Offer comprehensive product and service education to customers efficiently and effectively.
Handle customer queries with the utmost quality and professionalism.
Provide timely assistance to the sales team in addressing prospective customer inquiries.
Ensure customer information is accurately updated in the required tools as per standard operating procedures.

Query Management:

Manage customer queries promptly to avoid long waiting times and high drop rates.
Ensure all customer interactions are handled within standard handling times.
Proactively listen and answer all queries efficiently while maintaining high service quality and standards.

Customer Relationship Management:

Build and maintain good customer relationships, catering to a diverse customer base.
Proactively contact dormant customers to resolve any pending issues.
Help minimize defaults by reaching out to customers with delayed payments.
Check customer satisfaction post-sale to increase customer retention.

Process Compliance and Improvement:

Ensure process compliance and follow through on customer process recommendations.
Report issues raised by customers that require immediate action or resolution by management.
Initiate and implement corrective actions as needed to maintain an excellent standard of service and high customer satisfaction.

Performance and Reporting:

Accomplish the customer service vision and mission by meeting key performance indicators set by the function.
Gather and document information about the customer and the product via available systems.
Be available to handle inbound and outbound traffic during both low and peak hours.

You might be a strong candidate if you:

Hold a Bachelor’s Degree/Diploma in Social Science Studies or similar
Possess basic knowledge of Excel spreadsheets and data entry skills
Having experience in assisting customers is a plus
Are open to working in a flexible and creative work environment with fast-evolving operations
Have the ability to multitask while working under tight deadlines with close attention to detail
Have the ability to remain professional and courteous with customers at all times
Have excellent verbal and written communication skills – both in English and one of the native languages
Can work in shifts

What Sun King offers

Professional growth in a dynamic, rapidly expanding, high-social-impact industry
An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards a profound impact on people and the planet.
A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

About Sun King

Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection.

Sun King has built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.

Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones.

Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.

Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.

Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright.

Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.

Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.

Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.