Job Description
About Us:
UpEnergy (www.upenergygroup.com) brings aspirational products that save energy and improve health within reach of low-income customers. We develop distribution channels that distribute efficient and clean energy and safe water technologies. We finance our product subsidies and our growth via bespoke projects that generate carbon emissions reductions that we produce for global partners seeking emissions reductions and social impact co-benefits.
We sell products under our SmartHome brand, and through partnerships with other brands. We operate regional distribution hubs and build relationships directly with customers through the SmartHome sales operation. We’ve seen 100%+ year on year growth for years and have reached over 800,000 African households with products that deliver health and income benefits. A typical Smarthome stove saves each family we reach about 9% of their annual income while reducing air pollution.
UpEnergy has a 10-year track record of building projects that overperform expectations in the generation of emissions reductions, and that deliver on our performance promises to our customers. We are one of the largest developers by volume of projects focused on poverty alleviation through energy savings and fuel switching. Our team has a collective 50 years of climate finance experience and is at the forefront of Paris-era project finance.
About the role
UpEnergy is at a time of exciting growth, and rapidly expanding into new geographies and new product categories. Reporting to the Data and Customer Experience Associate, the Data & Customer Experience Officer supports the data processes and helps in developing and collecting high quality data for our products. The Data & CX Officer provides support to sales function, making sure that the sales routine practices correspond to company`s data requirements.
We are seeking a driven and customer-oriented The Data & CX Officer to support our data team. The successful candidate will be responsible for handling customer inquiries, meeting targeted number of outgoing calls, reporting customer complaints, and providing data-driven insights to improve customer service processes. If you are eager to gain incredibly rich, hands-on experience while being part of one of the fastest growing social enterprises in Africa and believe you’re up for the challenge (as well as a lot of fun!), we’d love to hear from you!
Key Responsibilities
Sales Data Authentication:
- Confirm the authenticity of sales data by verifying its accuracy through customer outreach and reviewing end-user information to ensure legitimacy.
- Conduct follow-up calls to validate sales records and trace customer interactions as necessary.
Data Verification and Validation:
- Ensure data integrity by verifying that incoming data is complete, accurate, and consistent with established standards.
- Regularly review sales data to confirm its alignment with organizational policies and customer experience expectations.
Data Processing and Review:
- Identify, address, and rectify irregularities in sales and customer data.
- Process, review, and flag inconsistent data for further investigation, ensuring a smooth data flow across customer experience touchpoints.
Sales Agent Training Support:
- Support the sales team by providing ongoing training on standard data requirements and best practices to maintain data accuracy.
- Ensure new and existing sales agents are trained and equipped to minimize data errors and improve customer experience through efficient data handling.
Reporting and Action Facilitation:
- Compile and share reports from data validation and verification processes with the relevant teams, including the Data Associate, to facilitate necessary corrective actions.
- Provide insights on data trends and customer feedback to enhance both data management and the overall customer experience.
Does this sound like you?
- Diploma in Business, Marketing, Customer Service, or a related field.
- Prior Experience working in a call center
- Proficiency in Microsoft Office, especially Excel.
- Excellent organizational skills and attention to detail.
- Ability to work independently and collaboratively in a team environment.
- Strong communication skills, both written and verbal.
- Stakeholder engagement and communication skills
- Exceptional judgment, problem-solving skills, and ability to “Think Big & Make it Happen” both independently and collaboratively
- Excited to be part of UpEnergy’s growth story
Why Join Us?
Not your average 9-to-5
UpEnergy encourages teamwork, creativity, and we’re not afraid to get our hands dirty. We stay close to our market, understand our customers, and have a lot of fun while doing our work! If you’re looking for a conventional 9-to-5, you’d be missing out on our adventures!
Opportunity to do things in a new way
As one of the largest compliance credit issuers in Africa, we need to be constantly improving and rethinking our way of work. This means endless opportunities for a self-starter to initiate new ways of doing things or experimenting ways to help us improve.
Personal and Career Growth
Wouldn’t it be a pity to spend so much time working but not growing and learning? At UpEnergy we value both personal and professional growth, and we want to grow as a team. From classroom training to coffee chats to performance review, we want to support every team member to grow into the best version they can.
Create Lasting Impact
Our clean energy products bring positive impact to both our planet earth and for the low-income communities we work in. We don’t just focus on sales – we follow up and truly understand our customers to make sure that they continue to benefit from our products. Your work will create much longer-lasting impact than what you can see!
Compensation:
The Data and CX Officer will receive a competitive salary commensurate with experience.
The position will be based in Lilongwe, Malawi.
Love UpEnergy, but looking for a different role?
If you don’t think this role is the right fit for you, but you identify with UpEnergy’s mission and values, why not check out our other openings or drop us a line? There are many ways to make clean energy products available to more communities, and if you are the right person to play a role in this mission, let’s stay in touch, and let’s build something together!