Customer Service Coordinator – Clean Energy Initiative (CEI)

Spouts of Water Rwanda Ltd.

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.

Duties and Responsibilities:

1. 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.
2. 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.
3. Setting Performance goals for the team and monitoring team performance to ensure that service standards are met.
4. Work directly with the CEI field team in the implementation of the program goals.
5. Develop and implement strategies to improve beneficiary mindset and usage of the rocket stoves and filters.
6. Coordinate provision of quality care programs by offering problem-solving processes and arranging replacements or repairs of cookstoves and filters to ensure beneficiary satisfaction.
7. Ensure prompt resolution of any beneficiary complaints about product quality.
8. Identify potential problems and take proactive steps to protect the company against bad reputation.
9. Provide day-to-day coordination of staff (Customer Experience Assistants) in the Customer Experience functions.
10. Other duties assigned by the manager about customer service and other job duties.
11. 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.
12. 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.

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.