Sun King, a global leader in off-grid solar energy solutions, is inviting applications from dynamic and customer-centric professionals to fill the position of Customer Service Executive – Clean Cooking in Kenya. This role is part of Sun King’s growing effort to expand clean energy access, particularly in the clean cooking and LPG (liquefied petroleum gas) product lines.
With over 20 million homes connected to solar energy solutions across Africa and Asia, Sun King is committed to delivering not only affordable and sustainable energy but also professional, compassionate customer support. The Customer Service Executive will play a critical frontline role in maintaining Sun King’s reputation for responsive, reliable, and customer-first service delivery.
This fixed-term hybrid role offers a unique opportunity to contribute to meaningful change in the lives of households that have traditionally relied on hazardous and expensive cooking fuels. The successful candidate will be part of a highly collaborative team under the Operations department and will provide key support during Sun King’s clean cooking market rollout in Kenya.
Position: Customer Service Executive – Clean Cooking
Location: Kenya
Department: Operations
Employment Type: Fixed Term Contract
Workplace Type: Hybrid (mix of remote and in-person work)
Application Deadline: August 14, 2025
Job Description
Role Summary
The Customer Service Executive – Clean Cooking will serve as the first point of contact for customers seeking assistance with Clean Cook and LPG-related products. This individual will ensure that all inquiries, complaints, and service requests are handled efficiently, empathetically, and with a solutions-oriented approach.
In this role, the Customer Service Executive will also contribute to continuous improvement efforts by documenting customer insights, reporting common challenges, and supporting onboarding in new operational areas.
Key Responsibilities
- Customer Interaction Management
- Handle all inbound and outbound communications from customers through various channels, including phone calls, SMS, WhatsApp, and email.
- Ensure every interaction meets Sun King’s standard of customer empathy, professionalism, and promptness.
- Address inquiries related to product functionality, payments, installation procedures, and service requests.
- Issue Resolution and Escalation
- Provide first-line support for troubleshooting technical or operational challenges customers may encounter with their Clean Cook or LPG systems.
- Escalate unresolved, sensitive, or technically complex issues to the appropriate internal departments or supervisors for further action.
- Customer Relationship Management (CRM)
- Document all customer interactions in Sun King’s CRM tools accurately and consistently.
- Maintain detailed and clear notes to ensure future follow-ups or references are streamlined.
- Use CRM records to track resolution history and recurring issues.
- Customer Education and Troubleshooting
- Educate customers on best practices for safe and effective use of clean cooking and LPG products.
- Promote awareness on Sun King’s digital platforms and support services available to customers.
- Offer simple self-troubleshooting advice where appropriate, reducing downtime for the customer.
- Customer Satisfaction Monitoring
- Conduct follow-ups with customers to confirm issue resolution and gather satisfaction feedback.
- Identify areas where customers need more support or where recurring service issues exist.
- Service Delivery Improvement
- Share observations from customer interactions with the broader contact centre team to inform strategic service improvements.
- Collaborate with internal teams to pilot new customer service initiatives.
- New Market Support
- Support customer onboarding and education in areas where Sun King is introducing clean cooking products for the first time.
- Respond to product-related queries from first-time users and help guide them through setup and use.
Ideal Candidate Profile
This position is suitable for candidates who are passionate about customer satisfaction and energy access innovation. The ideal candidate should possess:
- Strong verbal and written communication skills in both English and Swahili.
- Demonstrated ability to connect with customers with empathy, patience, and professionalism.
- Experience of 1–2 years in customer service, contact centre support, or other customer-facing roles.
- Familiarity with customer service technologies such as CRM software, mobile communication apps, and other digital tools.
- A solution-oriented mindset with a willingness to take responsibility and deliver high-quality service under pressure.
- Calmness and resilience when dealing with dissatisfied customers or technical product complaints.
- A working knowledge or interest in clean energy technologies, especially clean cooking and LPG systems, would be an added advantage.
Workplace Environment
The Customer Service Executive will operate in a hybrid setting, combining remote work with scheduled in-office tasks depending on operational needs. This setup allows flexibility while maintaining team collaboration and customer responsiveness.
About the Employer – Sun King
Sun King is the world’s largest off-grid solar company, serving the energy needs of over 100 million people who are not connected to a reliable electrical grid. The organization leads in the development, distribution, and financing of solar-powered products that improve quality of life while minimizing environmental harm.
Operating across 12 countries with a team of over 2,800 professionals, Sun King offers a diverse portfolio of energy solutions—from basic home lighting kits to advanced solar inverters. These products are designed to provide affordable energy alternatives to costly, health-damaging fuels like kerosene and diesel.
Sun King’s clean cooking segment is part of its evolving product portfolio that includes electric mobility, entertainment solutions, and household appliances powered by solar energy. With a focus on sustainability and innovation, Sun King ensures that its services remain accessible to low-income customers through flexible purchase plans and mobile money systems.
Commitment to Diversity and Inclusion
Sun King is an equal opportunity employer. The company’s hiring practices are rooted in merit, experience, and potential. All applicants are evaluated without regard to race, religion, gender, national origin, marital status, sexual orientation, disability status, or other characteristics protected by law.
The company places great emphasis on building an inclusive workplace and maintains a proactive approach to hiring women and underrepresented groups. Currently, women constitute 44% of Sun King’s workforce, and continued efforts are in place to improve this ratio further.
What Sun King Offers
The successful candidate will have access to:
- Opportunities for professional growth in a rapidly expanding clean energy sector.
- A culturally diverse workplace, offering exposure to team members from different geographies and disciplines.
- A collaborative, innovation-driven organizational culture.
- Access to the Sun Center for Leadership, a structured development platform aimed at enhancing managerial and leadership capabilities.
- A supportive environment that promotes equity, inclusivity, and employee well-being.
Contract Type and Duration
This is a fixed-term contract role, with the potential for extension or conversion to a longer-term engagement based on performance and organizational needs.
Application Procedure
Interested candidates who meet the role requirements and are passionate about clean energy, sustainability, and customer service are encouraged to submit their applications on or before August 14, 2025.
