Customer Service Officer


Average: 3.6 (18 votes)


POST TITLE: Customer Service Officer

DEPARTMENT: Customer Services

LOCATION: Gasabo - Kigali

MeshPower is an exciting start-up from the UK, dedicated to bringing electricity services to rural communities living off-grid.  We use smart, internet-connected solar micro-grids to supply services ranging from lighting and phone charging to TVs and more. We are scaling up our presence in Rwanda and need driven individuals to join and shape our Rwandan customer service team.

The post holder will be responsible for dealing with all customer inquiries in relation to our services. He/she will interact with customers to provide and process information to concerns, focusing primarily on issue solving. In addition to the above, he/she will deliver a service to meet the individual needs of all customers and wherever possible solve issues at first point of contact.


  • Deal directly with field-based staff or customers either by telephone, electronically or during site visits

  • Respond promptly to customer inquiries and resolve their queries

  • Troubleshoot technical problems

  • Have full knowledge and ability to access all services, including translation services to help meet the individual needs of our customers

  • Obtain and evaluate all relevant information to handle product and service inquiries

  • Set up new customer installations

  • Provide pricing and operation information

  • Keep record and generate Local Agents and Sales Agents remunerations

  • Direct requests and unresolved issues to the designated resource

  • Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’

  • Record details of inquiries, comments, and complaints

  • Maintain the database of field-based staff

  • Keep up to date and precise logs of site and system issues

Minimum required skills

  • Highly proficient in both oral, numeric and written English

  • University graduate with a technical background

  • Excellent communication and problem-solving skills

  • Knowledge of customer service principles and practices

  • Knowledge of relevant computer applications

  • Ability to work under pressure

  • Commitment to working as part of a team

  • Experience of working within a telephone-based service environment

  • Product knowledge

  • Demonstrate a strong commitment to solution identification

  • High competency with word processing and spreadsheet programs (familiarity with Google's suite of online office products is a plus).

  • Organised and conscientious.

  • Experience with using the internet ( knowledge of the Linux operating system is a plus)


The salary will be competitive and commensurate with the applicant’s level of experience.

Application Process

  1. To apply for this position, please fill out his applicant screening form 21st October 2017.

  2. We will contact you via email after you have filled out the applicant screening form.

How to apply: 

Job summary

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Mid career (2+ years of experience)
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Job in Rwanda JIR Ltd
KG 28 Ave 72 - Kimihurura
P.O. Box 4062
Kigali, Rwanda
+250 788 300 952

info at

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