Job Description

Job Description/Requirements

Location: Nairobi, Kenya
Reports to: School Engagement Product Usage (SEPU) Senior Officer

Description
Impact Water is a global social enterprise that aims to deliver affordable and sustainable safe drinking water to millions of students through the installation and maintenance of point-of-use water purification systems at schools. In 4 years, Impact Water has installed its water purification systems in over 10,000 schools in Kenya. By the end of 2025, our goal is to deliver safe drinking water to all public schools in Kenya.

Impact Water is currently seeking a team player to make a significant contribution to the development of their Kenya program. This opportunity is a short-term assignment (6 months) with possibility for extension.

As the Customer Experience Associate, you will take full ownership of making follow up calls to schools that provide drinking water treatment solutions to across 40 counties.   By ensuring that professional follow up calls are made to schools and the teaching, non-teaching and learners are provided with the correct usage and impact of the Impact water products to not only the school but also promotion of the safe drinking water culture. The customer experience associate work will indirectly ensure that millions of students throughout Kenya have safe drinking water. Your role within the organization will be mission-driven, meaningful and entrepreneurial driven.

Role Description

Making Outgoing Calls
•    Follow call scripts to make at least 30-35 outgoing calls to schools per day
•     Log the calls accordingly into the CRM system
•    Review and update data in the CRM system based on information provided during calls
Communication
•    Communicate openly and transparently with stakeholders and across the team, particularly with regards to feedback from the schools affecting the program.
 
Criteria
The ideal candidate will be a mission-driven individual that can fully align with Impact Water’s values and demonstrate the following preferred skills, experience and qualities:
•    Post-Secondary training in social sciences and or communication
•    1 year experience making outgoing calls to customers
•    Strong phone and verbal communication skills
•    Experience working with CRM systems and google sheets
•    Strong interpersonal skills and patience
•    Fluent in spoken English and Kiswahili
•    Ability to set priorities, manage timelines and pay attention to details
•    Transparency, integrity, a bias towards action, innovation & a focus on personalized problem-solving for schools with Impact Water systems
•    A natural love of learning and curiosity

Duties and Responsibilities
•    Make large number of outgoing calls professionally and in a friendly manner
•    Provide accurate information about the products and services offered by the company
•    Follow call scripts when handling different activities ongoing in the company.
•    Manage call logs in our CRM system
•    Identify the school needs through the calls and log any issues in the SF database correctly or refer to the relevant department
•    Build strong and sustainable relationships with schools through engaging with teachers 
•    Improve knowledge of correct product usage by the clients through the calls
•    Carry out any other duty that contributes to achieving the goal of the organization.

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