Sales Support Intern

Website flex_energy Flex Energy

Sales Support Intern

About Fle Energy

Flex Energy Solar is an East African company transforming the way households and businesses live, work and play; by making high-quality energy products affordable and accessible. Our market ranges from off or partial-grid households and businesses to customers looking to supplement their energy needs. Flex Energy distributes a range of solar products, appliances, and complementary lifestyle products while providing customers with consumer-financing solutions through mobile technology. The technology enables customers to make small payments over time until they own the product outright. Sales are done through our ever-expanding network of agents and shops across the country. Flex Energy is currently operational in Kenya and Uganda, and our products and services have reached over 320,000 people since launching operations in 2020.

About the Role

The Sales Support Officer will support in managing our sales systems, organizing rewards, commissions, and bonuses of our sales personnel and commission-based agents/BAs, in addition to leading sales training virtually, managing and resolving agent/BA complaints, and ensuring sales data integrity across all platforms. The Sales Support Officer will be responsible for monitoring, reporting, and providing actionable insights and recommendations to the CM and sales and marketing teams on a routine basis.

Responsibilities and KPIs

  • Monitor all sales team WhatsApp channels, track all issues, and ensure that issues are resolved within the company’s SLA
  • Provide level 2 support to agents, BAs, and shops – ensure tickets are logged, completed, and/or escalated to the appropriate party; follow up to ensure open tickets are closed in a timely manner
  • Post weekly commission to various WhatsApp channels
  • Review sales data daily (Angaza, AMT, Field App, PowerBi) and provide feedback on discrepancies to the Sales Support officer
  • Attend CX meetings, take and share meeting notes, and update Asana Boards with action items
  • Organize sales support filing systems (physical and google drive) ensuring that files are kept up to date and in the right folder
  • Draft communications for the sales team and post to various channels once approved by Sales Support Officer and Country Manager
  • Monitor all KYC-related tasks created for the sales team and work closely with sales team members and customer care to ensure
  • Create, modify, and close tasks for the sales team – key operational tasks
  • Weekly calls to agents to ensure that they have the required tools to support their sales operations and provide reports to Agent Support Officer
  • Update sales staff database (excel sheets) and share with various department

KPIs

  • 95% resolution of all queries (agents, BAs, staff) within 2 hours; 100% resolution within 24 hours
  • 95% closure of all KYC tasks within 24 hrs; 100% resolution within 72 hrs
  • 100 % closure of all sales operation tasks within 48hrs
  • 100% of the sales team with sales support equipment
  • Timely posting of sales team weekly commissions (Friday am)

Requirements 

    • A recent graduate of a reputable university (0-3 years)
    • Own a Laptop and/or have access to a laptop that can be used for your internship
    • Self-starter with a passion for learning and development, and Passion for social enterprise, development of people, and environmental benefits
    • Good verbal and written communication skills, with an emphasis on tact and diplomacy
    • Solid understanding of google suites application – knowledge of other applications including Asana, slack, etc is a plus
    • Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
    • Demonstrate problem-solving capability
    • Keen attention to details
    • Ability to work late and/or on weekend

What We Offer

  • Stipend based remuneration
  • Opportunity to join team in 2024 with successful internship completion (appraisal required)
  • The opportunity to take part in one of West Africa’s most exciting entrepreneurial companies that has a strong commitment to outstanding customer service, user-friendly, high-quality life-changing devices and environmental sustainability
  • Frequent coaching and training
  • The opportunity to work closely with a young, international, tech-driven team of renewable energy enthusiasts

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