Service Centre Supervisors

The Service Center Supervisor runs the Service Center customer support, walk-in sales, and lead-conversion function. Peri-urban Service Centers are Team 1-only: they house Team 1's own new-sales/upgrade motion under the Pull Strategy and servicing repairs, swaps, PCBA replacements. Two things happen on every case without exception: every newly onboarded customer receives a welcome call and documentation validation within 24 hours of installation, and no Referral Agent lead is closed at the Service Center without being logged and attributed in the SOL.RM's Prospecting App first — this is what keeps the Service Center's Pull Strategy motion auditable and protects early-stage repayment performance.

• Walk-in sales — serve as the primary point of contact for walk-in customers, deliver tailored pitches for solar energy and mobile phone options, and onboard closed sales onto SOL.RM the same day.
• In-store promotions — coordinate and execute in-store promotions, product displays, and seasonal marketing activations to drive Service Center foot traffic.
• Customer service — handle walk-in and phone inquiries, payment account questions, and system troubleshooting; log service tickets and escalate challenges to the relevant department rather than attempting to resolve outside the Service Center's authority.
• Welcome call & validation — conduct the mandatory welcome call for every newly onboarded customer within 24 hours of installation, confirming system handoff, usage terms, and satisfaction; audit and validate installation sign-off sheets and customer documentation before filing for HQ dispatch, in the prescribed order — this is the control that prevents fraudulent activation from reaching credit compliance undetected.
• Installation booking & dispatch — maintain the master booking schedule for all installations in the Service Center's jurisdiction, coordinate daily schedules with last-mile field technicians, and monitor service SLAs for pending or delayed technical/maintenance requests.
• Referral Agent Prospecting App — log, track, and update every sales lead generated by Referral Agents the same day it is received; act as the administrative liaison for Referral Agents visiting the Service Center for collateral or manual lead submission.
• Engage with Commercial Supervisor in case of required collaboration

• Bachelor's degree or Diploma in Business Administration, Supply Chain Management, Customer Relationship Management, Finance, or a related field.
• 2 to 4 years of proven operational, administrative, or retail management experience—preferably in the off-grid solar, PAYGO energy, microfinance, or telecommunications sector in Kenya.
• Sound understanding of Kenyan County Government licensing procedures, single business permits, and compliance requirements.
• Hands-on experience with inventory management software, CRM platforms or custom PAYGO platforms, and Microsoft Excel.
• Excellent verbal and written communication skills in English and Kiswahili.
• High attention to detail and strong organizational skills.
• Integrity and firm ethical standards in stock and financial record management.
• Proactive problem-solver with customer-first orientation.