About the Project

SolarAid Zambia (SunnyMoney) is implementing a pilot Energy-as-a-Service (EAAS) model to expand access to affordable Tier 1 Solar Home Systems for rural households.

Role Purpose

The Call Centre Agent is the central communication and coordination hub of the EAAS pilot. The role ensures that every customer interaction, queries, faults, payment issues, and feedback, is logged, tracked, and resolved efficiently, contributing directly to customer satisfaction, payment compliance, and system uptime. The Call Centre Agent plays a proactive role in monitoring system usage, following up on deactivations, and supporting both customers and field teams to keep the service running reliably.

• Receive and professionally handle all customer calls, SMS, and WhatsApp messages.
• Provide first-line support, including:
  • basic system usage guidance,
  • simple troubleshooting,
  • payment reminders and explanations.
• Conduct post-installation verification calls to confirm customer details, system functionality, and user understanding (learning from Malawi's verification practice).
• Log all customer issues (queries, faults, complaints, payment issues) in the agreed ticketing or tracking system.
• Allocate issues to the appropriate person (Field Coordinator, Repair Technician, Coordinator).
• Track each ticket through to resolution and ensure closure confirmation with the customer.
• Escalate sensitive or repeated issues (e.g. disputes, theft, dissatisfaction) to the EAAS Project Coordinator promptly.
• Monitor customer payment status and system activation/deactivation records.
• Maintain a list of:
  • systems deactivated for more than two weeks,
  • customers approaching risk thresholds for default.
• Proactively call customers with deactivated systems to:
  • understand the reason,
  • agree on a realistic payment date,
  • flag cases requiring field follow-up.
• Share regular default and follow-up lists with the Community Representative and Project Coordinator.
• Receive fault reports and record key details (customer name, location, system status, days remaining, assigned Community Rep).
• Coordinate with the Repair Technician to ensure faults are addressed in the shortest possible time.
• Track repair progress and confirm:
  • product receipt,
  • repair completion,
  • return and reactivation.
• Call customers after repair to verify service restoration.
• Maintain accurate records and documentation of all customer interactions.
• Produce weekly summaries, including:
  • number of tickets received,
  • common issues,
  • resolution times,
  • payment-related trends.
• Support the Project Coordinator with data inputs for:
  • donor reporting,
  • programme learning,
  • service improvement decisions.
• Maintain organized digital and physical filing systems.
• Support periodic customer satisfaction checks and short phone surveys.
• Undertake other reasonable duties as assigned to support the EAAS pilot.

• Strong communication skills and ability to explain issues clearly and patiently.
• Ability to communicate fluently in Nyanja.
• ZAQA verification, proof of receipt
• Strong attention to detail and comfort working with routine follow-up processes

• Grade 12 certificate (certificate or diploma in customer service, business, or related field is an advantage).
• Demonstrated 3 years' experience in customer care, call centre operations, mobile money support or PAYGO solar support.
• High level of experience using Excel/Google Sheets, WhatsApp, and basic digital tools.
• Experience supporting rural customers or solar/PAYGO products.
• Familiarity with mobile money payment follow-ups.
• Ability to communicate in Tonga.