Job Description

Call Centre Agent

Do you have a strong background in customer care, microfinance, loan recovery, and credit risk management? We’re looking for a dedicated Call Centre Agent to manage and recover installment payments for ACE One loans. In this role, you will make outbound calls to customers with overdue payments, offer repayment options, resolve customer issues, and support access to clean energy.

At African Clean Energy, we are a rapidly growing B Corp enterprise focused on enabling decentralized access to clean energy for households in Sub-Saharan Africa and Southeast Asia. Our mission is to eliminate the worst forms of poverty through a platform of clean energy and smartphone technology. We provide clean energy solutions, including the ACE One, to households living on $2/day through an affordable PAYGo model.

As ACE Kenya expands its operations, the Call Centre Agent will play a critical role in supporting credit risk management, loan recovery, customer engagement, and field operations across our locations in Mombasa, Kilifi, and Kwale. 

At African Clean Energy, you will:

• Conduct day to day customer calls through contacting/texting assigned customers that have upcoming payments in two days using CRM system
• Contact assigned new customers to welcome them to African Clean Energy.
• Contact assigned customers at the point of entering arrears to arrange payment or identify issues that are preventing the customer from paying
• Daily review and report the operations of the customer calls with CFM.
• Resolve customer support cases that hinder ACE from receiving payments, ensuring timely follow-up and documentation.
• Update incorrect or outdated contact information to ensure accurate communication
• Conduct customer training for stove usage
• Conduct customer training for payment model
• Complete customer satisfaction calls and document the outcomes of the satisfaction and survey calls. 
• Review the outcomes of the satisfaction and survey calls and report to CFM.
• Any other tasks assigned deemed necessary by management.

We’d really like to hear from you if you have:

• Bachelor’s degree in Finance, Economics, Business Administration, or a related field 
• Proven experience in debt collection, loan recovery, or related call‑centre credit roles.
• Basic understanding of debt recovery strategies and credit processes.
• Excellent communication—English required, Kiswahili essential, local dialects a plus.
• Analytical mindset, negotiation skills, ability to work under pressure.
• Proven ability to achieve targets and deliver results consistently. 
• Self-motivated, proactive, and able to work independently. 
• A strong connection to the local communities in Mombasa is highly preferred
• Results-driven with the ability to focus on achieving set objectives and goals.
• Must be a native of the location applied for.
• Computer literate—MS Excel, CRM proficiency.
• Willingness to travel frequently and work flexible hours

Position Specifications:

• • Location: Mombasa, Kenya
  • Job Type: Full-Time
  • Reporting: Call Centre Manager
  • Travel: Within Kenya
  • Compensation: Competitive Salary
  • Level of experience:  Entry Level
  • Language: English  & Kiswahili
  • Start date: July 2025

Why choose African Clean Energy?

• Be part of a mission-driven organization making a real impact in communities by providing access to clean energy.
• Enjoy a competitive salary.
• Opportunities for professional growth in a rapidly expanding organization.
• Work closely with a dynamic, multicultural team that values inclusivity, entrepreneurial thinking, and collaboration.
• Play a key role in transforming lives and contributing to a sustainable future.

Apply via the button on this page or at careerskenya@africancleanenergy.com