Field Customer Relationship Officer

About Us:
Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto, is a leading player in the Advanced Biomass Cooking sector, dedicated to positive global impacts. As a Zambian/Swedish joint venture, we introduce clean-burning modern cook-stoves that use renewable cooking fuel pellets. Our locally produced pellets are an affordable and eco-friendly alternative to charcoal, promoting environmental sustainability and addressing the challenge of deforestation. We are a young, dynamic start-up company and a leader in the Advanced Biomass Cooking sector, committed to creating positive impacts globally. From humble beginnings, we have cultivated a vibrant spirit and now boast excellent potential for growth. As we flourish, we seek an energetic and committed professional to join our team as a Field Customer

Relationship Officer.

In line with the company’s origins, we are seeking a committed and dynamic individual who can grow into the team and the role. The right person will be eager and brilliant, with strong interpersonal skills, integrity, and a love for systems and processes.

Position Overview:

As the Field Customer Relationship Officer, you will provide comprehensive support to our Sales and After Sales department, contributing to the overall efficiency and success of our dynamic team.

Key Responsibilities:

• Customer Interaction: Regularly visit customers to build and maintain trusting relationships, aiming to manage no more than 1000 customers to ensure personalized attention.
• Marketing and Sales: Promote and sell company products within the community, driving awareness and adoption of our eco-friendly solutions.
• Technical Support: Perform basic repairs on stoves, ensuring customer satisfaction
  and product longevity.
• Community Engagement: Organize product demonstrations and events, particularly targeting women’s groups and other community organizations to promote our products.
• Customer Education: Sensitize customers about Mobile Money (MOMO) and provide tips on stove and pellet usage to enhance their user experience.

MAJOR TASKS:

• Maintain regular customer visits to foster strong relationships and provide support.
• Handle customer issues by supplying pellets, repairing stoves, troubleshooting problems, reporting or collecting faulty stoves, and repossessing stoves from defaulting customers.
• Verify customer information, repair stoves, provide MOMO training, offer usage tips for stoves and pellets, and assist in organizing pellet deliveries.

MINOR TASKS:

• Facilitate delivery of products purchased by the customers
• Act as the primary point of contact between customers and the organisation, ensuring smooth communication and efficient issue resolution.
• Organise and participate in community events with local organisations, churches, and women’s groups.
• Any other customer or community engagement tasks assigned.

Key Performance Indicators (KPI):

• Issue Resolution: Resolve a minimum of 5 customer issues per day. To resolve means to repair, facilitate repayment, repossess or facilitate the resolution of any other issue assigned by supervisor.
• Ticketing System Compliance: Address and resolve or escalate all customer tickets within a week of creation and use the system as required.

Skill Requirements:

• Basic use of MS word and excel
• Basic IT skills to use a tablet and computer
• Basic report writing skills
• Basic data entry and analysis skills
• Familiarity with CRM software(s) for client management

Additional Requirements:

• A diploma or certificate in Sales, Business Administration, Community Development, or a related field.
• Ability to ride a motorbike (Licensed)
• Ability to speak English and Nyanja fluently. Other local languages will be an added advantage.
• Experience in community engagement will be an added advantage.
• Detail-oriented and able to work independently.
• Effective communication, including writing, speaking, and interpersonal communication.
• Eagerness to learn and contribute to a dynamic team environment.
• Excellent time management skills with the ability to work autonomously.
• Ability to maintain confidentiality and handle sensitive information with discretion.

How to Apply:
If you are ready to contribute to a company with excellent growth potential and possess the skills mentioned above, please submit your resume and cover letter to [email protected] with the subject line “Field Customer Relationship Officer Ndola. Application: YOUR NAME.”

We welcome candidates who share our commitment to sustainable development,
environmental conservation, and global impact.

Application Deadline: 29th July 2024

Thank you for considering SupaMoto as your workplace. We look forward to receiving your application.

Note: We encourage candidates from diverse and minority backgrounds, including women, who share our commitment to sustainable development, environmental conservation, and global impact, particularly in the Advanced Biomass Cooking sector, to apply. This position is suited for individuals with a passion for making a positive impact and demonstrating exceptional learning ability.