Customer Experience Officer at AGSOL

Customer Experience Officer at AGSOL – AGSOL Kenya Job Details

About the Role

AGSOL is seeking a Customer Experience Officer to join its team in Kenya on a full-time basis. This entry-level position is central to managing the customer journey for mill owners and operators who use AGSOL’s hammer mill equipment and services. While this is an early-career opportunity, high performers have clear scope to advance within the organization.

The Customer Experience Officer at AGSOL will handle first-contact problem resolution, manage warranty registrations, conduct onboarding calls for new clients, and ensure technical and commercial issues are resolved promptly. You will work across support functions—combining troubleshooting, product education, and performance tracking—in a role that directly impacts customer retention and satisfaction in the renewable energy and milling sector.

Key Responsibilities

• Resolve customer inquiries at first contact where possible, addressing technical, commercial, and training-related questions from mill operators
• Identify and route product, technical, or operational issues to the appropriate internal team for investigation and resolution
• Register product warranties for newly acquired equipment using AGSOL’s cloud-based application system
• Conduct welcome and onboarding calls with new mill owners to support initial setup and product familiarization
• Provide product and service education to customers, covering hammer mill operation best practices, safety protocols, maintenance schedules, replacement parts availability, and new product releases
• Maintain complete and timely records of all customer interactions using AGSOL’s prescribed documentation system
• Track and report on key performance indicators, including first-call resolution rate, response time, and Net Promoter Score
• Prepare regular performance summaries and insights for the Customer Experience Team Leader and management
• Perform data management activities including customer interviews, survey administration, data collection, and analytical review
• Work assigned shift schedules, including weekend and holiday coverage as required

Requirements & Qualifications

• Bachelor’s degree in any discipline (candidates without a degree may be considered if they have completed at least two years of university study or are currently enrolled in a recognised institution)
• 0–3 years of call centre or customer support experience
• Demonstrated ability to work effectively in high-volume, time-sensitive environments
• Solution-focused mindset with the ability to diagnose problems and propose practical options
• Strong verbal and written communication in both English and Kiswahili
• Ability to interact professionally with diverse stakeholders across different cultural backgrounds
• Solid critical thinking and reasoning skills to handle varied customer scenarios
• Prior experience in a similar customer-facing or support role is a strong advantage
• Familiarity with the productive use of renewable energy (PURE) sector is preferred

What to Expect

• A structured onboarding programme covering AGSOL products, systems, and customer service standards
• Access to cloud-based tools and real-time performance dashboards to monitor your impact on customer satisfaction
• Shift-based schedule with rotating coverage including weekends and holidays, typical in customer service roles
• This Customer Experience Officer at AGSOL position in Kenya is open to qualified candidates. Click Apply below to submit your application.