Product Specialist-BioLite at One Acre Fund, Kigali, Rwanda - CLOSE 25/02/2020 - Agriculture & Livestock Jobs in Kigali, Rwanda

Published date: 20/03/2020
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Details of listing: Product Specialist-BioLite at One Acre Fund, Kigali, Rwanda - CLOSE 25/02/2020

Kigali, Rwanda

Additional information

Job Summary

BioLite is seeking a highly-motivated, knowledgeable, and friendly Product Specialist to be the leading source of knowledge for Biolite products and work with both members of staff in our customers’ organizations as well as end consumers to help us ensure that users of Biolite products enjoy the best possible customer experience. 

 About BioLite

BioLite is a dynamic and rapidly growing social enterprise that develops, manufactures, and markets consumer energy products for off-grid communities around the world. Our business serves two distinct markets: 1) developing world families living in energy poverty, and 2) outdoor enthusiasts seeking fuel-independent cooking and off-grid power. We address these markets simultaneously through parallel innovation: by incubating core technologies that can serve users in both markets, we are able to invest near-term revenue to solve long-term, high-impact problems. Over the last four years, our team has quadrupled, and sales have doubled each year.  Anchored by the SolarHome 620 and HomeStove II, our emerging markets product portfolio is growing.  We are currently operating across Africa and are excited to grow with new partners and products.

Job Description

Your main responsibilities will be to work alongside our PAYG distributors to ensure that sales agents are well trained and accurately representing Biolite products to end consumers as well as being the ‘front- line’ for resolving end consumer issues and acting as the primary conduit for communication between the distribution partner and Biolite’s Head Office in Nairobi. This will involve, but not be limited to:

  • Being responsible for the imparting and expanding the knowledge of the Biolite product line within customers’ (distributors) organizations

  • Conduct regular training sessions to sales agents and ensure agents accurately present the capabilities and functionality of products to the end consumer. 

  • Act as the front line for customer service. Be able to handle customer concerns through effective communication both on the phone and face to face and ensure excellent customer service

  • Be able to troubleshoot product-related issues as and when they are brought up by customers

  • Travel to customers’ homes when necessary to provide in-situ customer service support.

  • Be trained on and use Biolite software to download product use history and diagnose product faults.

  • Produce clear, accurate, and concise problem statements through the gathering and analysis of data, 

  • Build and maintain good relationships with the Biolite Tech Team in Nairobi through regular communications and help build a culture of continuous improvement.

  • Log all customer complaints/data collection and issues reported and work towards pre-agreed KPIs (E.G cases received, products returned, no trouble found (NTFs) etc)

  • Periodical reporting on product issues and customer feedback, working with the Product Development team to assist Biolite in understanding customer needs and preferences.

Qualification and Experience

  • Electrical Engineering degree

  • High degree of fluency in both written and spoken English and KiSwahili.

  • Computer literate with a good knowledge of MS Office programs.

  • Excellent problem-solving skills

  • Strong customer service skills

  • Team player and self-starter: ability to work collaboratively, but also self-managing and work well independently

  • Relevant field experience. Experience working in a business servicing ‘the BoP’ is a distinct advantage

  • Experience working in the PAYG solar sector is a distinct advantage.

  • Ability and willingness to travel extensively.



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