EAAS Call Centre Agent

About the EAAS Project

SolarAid Zambia (SunnyMoney) is implementing a pilot Energy-as-a-Service (EAAS) model to expand access to affordable Tier 1 Solar Home Systems for rural households.

Role Description

This is a full-time, on-site role located in Lusaka Province, Zambia, for a Call Centre Agent on the Energy-as-a-Service (EAAS) project. The role is meant to ensure that all customer interactions, queries, faults, payment issues, and feedback, are logged, tracked, and resolved efficiently, contributing directly to customer satisfaction, payment compliance, and system uptime. The Call Centre Agent will play a proactive role in monitoring system usage, following up on deactivations, and supporting both customers and field teams to keep the service running reliably.

Key Responsibilities.

Customer Communication & Support
Ticketing, Tracking & Escalation (Core EAAS Function)
Payment Monitoring & Follow-up
Fault & Repair Coordination
Monitoring, Reporting & Learning

Minimum Qualifications

Grade 12 certificate (certificate or diploma in customer service, business, or related field is an advantage).
Demonstrated 3 years’ experience in customer care, call centre operations, mobile money support or PAYGO solar support.
High level of experience using Excel/Google Sheets, WhatsApp, and basic digital tools.
Strong communication skills and ability to explain issues clearly and patiently.
Ability to communicate fluently in Nyanja
ZAQA verification, proof of receipt
Strong attention to detail and comfort working with routine follow-up processes

Added Advantage

Discover more
Time management tools
Science
Professional headshot photography
Experience supporting rural customers or solar/PAYGO products.
Familiarity with mobile money payment follow-ups.
Ability to communicate in Tonga.

How to Apply

Send the following:

CV and Application letter clearly showing your experience in minimum requirements

Deadline: 27 February 2026

Send to: recruitment.zambia@sunnymoney.org

Subject: EAAS Call Centre Agent – [Full Name]