Customer Support Agent

About Bidhaa Sasa

We are a mission-driven company working to bring clean and modern energy solutions, especially electric cooking, to underserved households in East Africa. Our work directly supports climate goals and gender equity by helping rural families, particularly women, transition away from polluting fuels like charcoal and firewood.

We’re a small but ambitious team of around 80 people, based mainly in Kenya and Uganda, with a growing number of remote roles across the region and internationally. We value autonomy and trust – staff have ownership over their work but are supported by clear structures, transparent communication, and regular feedback. Collaboration is central to how we operate, and we rely on strong internal systems to keep things moving even across distances.

Bidhaa Sasa is a great fit for people who are proactive, mission-aligned, and comfortable with both independence and accountability. We’re practical, grounded, and committed to finding scalable solutions that deliver real, meaningful impact for rural areas in East Africa.

About the role

We are hiring entry-level Outbound Call Centre Agents based in our Nairobi, Kenya, or Mbale, Uganda, offices to support our mission of building strong client relationships and delivering excellent customer service. Guided by our core values of Build Relationships and The Customer is Always Right, this role is rooted in connecting with and listening to clients to understand their needs and build trust, while also ensuring we serve them efficiently and gather feedback to continuously improve our services. Key responsibilities include making outbound calls to collect customer feedback, verify payment details, assess satisfaction, update client records, and share actionable insights with field teams. The position reports to the Credit Risk Analyst and offers an opportunity to join a dynamic, fast-growing start-up that values adaptability and teamwork.

What You’ll Do:

1. Conduct credit and collections outbound calls to customers to verify and allocate payment details for accurate record keeping, clarify accounting and payment issues, provide reminders on upcoming payments, and share lists of accounts requiring follow-up with relevant sales personnel.
2. Customer Satisfaction: Conduct follow-ups within 7 days of a sale to appreciate customers, clarify the sales process, address product questions, and gauge satisfaction. There are also biannual follow-ups to understand future customer needs.
3. Customer Support/Returns: Serve as the first point of contact by assisting with product setup and usage, providing phone-based technical support, initiating and scheduling return or exchange processes, tracking return reasons, and coordinating reverse logistics for items to be returned to the supplier.
4. Compliance: performing spot checks on processes, implementation, and delivery, and validating Multi-Level Marketing (MLM) downstream sales and the activity of Group Leaders.
5. Conduct customer and market research to: gather insights on customer needs, potential products, and pricing; collect early feedback on new products; identify ideas for complementary products; understand preferred aspects of the selling process; and determine the reasons customers choose to buy from Bidhaa Sasa.
6. Data Analytics and Insights: to identify trends in product sales and seasonality, support forecast modelling, evaluate sales force effectiveness, compare performance across districts and sales personnel, identify best practices, and provide actionable insights to the Sales Manager for improving team performance.

What You’ll Bring:

• A diploma in a relevant field such as Sales and Marketing, Public Relations, or a related discipline.
• A genuine passion for rural development and making a meaningful impact on the lives of underserved communities, with enthusiasm for working in a multi-cultural environment.
• A deep appreciation for diversity and a respectful approach toward others.
• Strong team spirit, with the ability to lead by example, actively listen, and build trust and long-lasting relationships with both clients and colleagues.
• A high sense of ownership and a desire for autonomy, balanced by accountability and responsibility.
• Self-motivation, excellent organizational skills, and the ability to work independently while meeting set targets.
• Exceptional listening skills, a high level of empathy, and a strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong communication skills in English, with the ability to communicate clearly in at least two of the following local dialects (based on our customer base):
  • For the Uganda role: Luganda, Lugisu, Lusoga
• Knowledge of customer service principles and best practices.
• Familiarity with call centre telephony systems and related technology.
• A high typing speed.
• Prior experience in a similar customer support or call centre role is an added advantage.

Our culture - We are the right organisation for you if:

• You believe in the potential of rural communities to improve their families' lives and are eager to ensure everyone has an equal part in Kenya's development. We put the client at the centre of all our decisions and actions.
• You enjoy the thrill of start-up life, where we fail and learn from it, where things change fast, and every day brings new challenges. We are a small team working tirelessly to achieve something that has not been done before!
• You are excited about working in a multicultural environment, where we have open communication channels, are transparent about challenges and mistakes, learn from each other, and respect and leverage our diversity to make the business work.
• You want your ideas to be heard and participate in business strategy: Our team is collaborative and supportive. We listen to insights from the field because we know that otherwise we can't succeed.

Important Note: Bidhaa Sasa does not require any application fees from candidates at any stage of the recruitment process. Please be cautious of any third-party individuals or organisations asking for such fees on our behalf.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section