Customer Service Manager

About ARC Power

Since our founding in 2016, we have connected over 15,000 people across 14 villages to renewable solar energy, providing 24-hour electricity that transforms lives and fuels economic growth. We design, develop, and install both off-grid and grid-tied AC power generation systems (ARCs) and distribution networks, becoming the heart of communities and enabling families and small businesses to thrive. We are just getting started and have recently signed a ground-breaking contract with the Government of Rwanda to expand their national grid with a target to connect at least 400,000 people to first-time energy in the next phase and plan to expand this model into our other markets including Zambia, Mozambique and Tanzania.

About the Role

ARC Power is seeking a Customer Services Manager (CSM) to lead its Customer Services Team with a clear mission to deliver outstanding service to customers and communities we serve. This role combines team leadership, direct customer engagement, development of commercial strategies, and relationship-building with local authorities and stakeholders.

The ideal candidate will be a versatile professional with proven experience in customer engagement, sales, and team management, with strong interpersonal skills and a strategic mindset. The role involves both administrative and fieldwork tasks and requires availability to travel and spend time in remote locations. – English fluency is essential.

 

Responsibilities Include:

Leadership and Team Management

• Oversee and coordinate the daily work of the Customer Services Team, ensuring alignment with ARC Power’s processes and quality standards
• Plan and supervise the implementation of new sites and customer onboarding
• Foster a collaborative and customer-focused team culture
• Address operational and client-related challenges proactively
• Assess team performance, identify staffing needs, and lead recruitment when necessary

Community and Local Authority Engagement

• Represent ARC Power in meetings and community events
• Establish and maintain strong relationships with local leaders and authorities
• Lead introductory sessions with communities where ARC Power’s mini-grids are being deployed
• Act as a liaison between ARC Power’s operations and community expectations

Sales Strategy and Business Development

• Train team members in effective sales techniques
• Develop, implement, and refine sales strategies tailored to rural markets
• Identify new business opportunities and contribute innovative ideas for product and service expansion
• Collaborate with Research and Development, Finance, and Operations teams

Support to the Commercial and Industrial (C&I) Segment

• Support the identification and development of C&I client pipelines
• Assist in the implementation and evaluation of pilot projects with C&I customers
• Ensure customer service delivery aligns with the unique needs of business clients

Preferred Skills & Experience

Essential:

• Minimum of five years’ experience in customer service, hospitality, or similar roles
• At least two years of experience managing or leading operational teams
• Proven track record in sales, with experience in coaching commercial teams and defining strategies
• Dynamic and empathetic personality, with strong communication and interpersonal skills
• Ability to work with geographically dispersed teams across various functions
• Proficient in digital tools such as Google Workspace, Microsoft Word, and similar platforms
• Fluent in spoken and written English

Desirable

• Experience in sales within rural or community-based settings
• Familiarity with GIS-based applications
• Ability to identify and develop new business opportunities
• Valid driving license (Category B)

Deadline to Apply: April 5 2025