Job Summary

Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.

Job Details


Respond to customer enquires in person, by phone and online helpfully and promptly.
Take responsibility for resolving customer issues and makes sure that they are resolved... promptly. 
Maintain record of customer communications in CRM and other systems 
Acknowledge and resolve customer complaints.
Process orders, customer applications, and requests.
Maintain customer records.
Compile and distribute daily reports on customer products and credit usage.
Perform customer follow up to ensure that they are enjoying the product.
Identify and report computers system incidents to the technical team and the relevant managers.
Make recommendations to improve customer service and business processes and systems.
Prepare schedules for customer visits by technicians and sales representatives as required.
M-Gas offers 24-hour customer service. Agents are expected to work agreed shifts.


Requirements


Degree/ Diploma in any field
Experience working with customer support
Good communication skills on the telephone and in-person
Friendly and helpful interpersonal style 
Ability to stay calm when customers are stressed or upset.
Comfortable using computers.
Attention to detail.
Fluent in English and Kiswahili more

The Motorized Technical Service Technician plays a key role in supporting the organization’s customer service and sales goals. The primary responsibilities include:
Signing up new customers and ensuring timely delivery of LPG cylinders filled with gas to both new and existing customers.
Addressing customer concerns by resolving issues and responding to complaints effectively.
Providing... technical support for the installation, use, and maintenance of smart meters.
Retaining current customers while onboarding and signing up new ones through the Smart Sale App.
Training customers on the proper use of smart meters, contract terms, and safety precautions for M-Gas products. This role requires a customer-focused approach, technical expertise, and a commitment to ensuring customer satisfaction.


Job Details


Responsible for signing up/enrolling new customers to use LPG gas and other accessories offered by the company in their houses, preferably in the kitchen area.
Verify customer identification by checking original documents. Call back on the telephone line to confirm the phone number.
Satisfactorily take the customer through the contract ahead of installation
Request the customer to re-arrange the house in readiness for the cooking solution taking ventilation into consideration.
Ensure the customer/user is present at the time of installation.
Perform the task of signing up customer, installation, battery change and cylinder change as well as any other task as may be assigned by the team leader from time to time.
Responsible for giving honest feedback to operations on any consumer complaints.
Responsible for the safe keeping of the support resources provided by the company to ensure smooth operations in the field (Phones, PPEs and Merchandize)
Responsible for effectively communicating to the customers on any information that will make the experience of the customer good.
Responsible for managing the delivery process as stipulated by the organization and use of the required technology.
Responsible for managing the route adherence to support operations optimization by guiding the logistics on the locations for the new customers.
In charge of the volume per sales area and increasing consumption of the Customers assigned/ allocated to them
In charge of the customer service by communicating correctly any messages intended to our customers.
Resolving customers delivery concerns and escalating all matters to the responsible persons
Plays a role in giving vital information to the organization around the competitors activities
Manages and maintains all the customers’ accounts in each area.
Responsible for taking care of the LPG gas Cylinders and the accessories on the vehicle (TUKs, Motor Bikes, Canters, etc.).
Responsible for prompt Replenishment of cylinders that are near depletion LPG and exchanging of used batteries with charged batteries at the customers premises – Efficient and timely delivery of orders including new placements.
Providing feedback from the customer on any issues arising on time.
Execute any other duties as may be assigned by management from time to time.


Requirements


Experience working as a Sales Rider and Customer Acquisition and Customer Support
Form 4 Certificate, Sales qualification, College education and at least 2 years working in sales and customer service role.
Valid Driving License with appropriate NTSA Stamps more

Responsible for delivering assets to customers and providing support to sales personnel in the installation and maintenance of smart meters.

Job Details


Responsible for taking care of the LPG gas Cylinders and the accessories on the vehicle (TUKs, Motor Bikes, Canters, etc.).
Responsible for Replenishment of used LPG on time.
Responsible for the safe keeping of the support resources... provided by the company to ensure smooth operations in the field (Phones, PPEs and Merchandize)
Responsible for efficient and timely delivery of the orders to the intended customers. Orders are categorized into Cylinders that are near depletion or new placements.
Responsible for managing the delivery process as stipulated by the organization and use of the required technology.
Responsible for managing the vehicle by economically and safely driving to the required destinations and according to designated routes.
In charge of the load on the vehicle and all under possession from the company including spare wheel, jack and wheel spanners, life savers, Radio face and any other accessories assigned to the vehicle. The Technician should always be able to account for the inventory he is carrying and the marketing materials.
Execute any other duties as may be assigned by Management from time to time.
Responsible for timely reporting of every defect on the vehicle to the Maintenance team through the provided channels e.g. technology or sheet and conducting vehicle pre-trip check as required.
In charge of customer service by communicating correctly any messages intended to our customers.
Resolving customers delivery concerns and escalating all matters to the responsible persons
Responsible for correct assembly of the smart meter and resolving any matters arising or escalating any challenge faced during assembly.
Providing feedback from the customer on any issues arising time.


Requirements


Experience working as a Rider.
Form 4 Certificate, Sales qualification, College education and at least 2 years working as a rider.
Valid Driving License with appropriate NTSA Stamps more

Instructional Design and Content Development


Work with SMEs and stakeholders to identify learning objectives, content requirements, and the target audience’s needs.
Develop instructional materials, storyboards, and e-learning content that align with established learning goals and adult learning principles.
Use instructional design models (e.g., ADDIE, SAM) to create structured,... learner-centered courses that engage and educate effectively.
Develop assessments, quizzes, and interactive elements that reinforce learning objectives and measure learner progress. Design micro-learning elements into training programs.
Ensure content is SCORM-compliant and easily integrated into the LMS, following best practices for compatibility and functionality.
Manage multiple design projects simultaneously, prioritizing tasks, tracking progress, and meeting deadlines without compromising quality in the dynamic environment.


Graphic Design and Digital Media Production


Create visually compelling graphics, infographics, templates, icons, and other visual elements that support and enhance instructional content.
Apply branding guidelines to ensure all materials maintain a consistent look and feel aligned with the company’s visual identity.
Design and develop multimedia elements, such as video tutorials, screen recordings, animations, and voice-over narration to support learning materials.
Optimize digital assets for online delivery, ensuring high-quality visuals and smooth user experience across devices.
Stay up-to-date with trends in multimedia and digital content creation, recommending new formats and media types that can improve learner engagement and retention.


E-Learning Development for LMS


Utilize e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate, Rise) to build interactive, multimedia-rich online courses tailored to LMS delivery.
Collaborate with LMS administrators to upload, organize, and maintain course content within the LMS, ensuring courses are accessible and responsive on multiple devices.
Test e-learning modules within the LMS for functionality, accessibility, and responsiveness, troubleshooting any issues that may arise.
Use data analytics and user feedback from the LMS to assess learner engagement and identify opportunities for content improvement.
Use best practice to align microlearning & social learning into the LMS to ensure retention and collaboration.


Evaluation and Continuous Improvement


Edit and perform quality assurance (QA) on own work and others work. 
Implement user feedback, performance data, and other forms of evaluation to continuously improve the quality and effectiveness of learning materials.
Regularly update e-learning content and graphic assets to keep them current, relevant, and aligned with the latest design and instructional best practices.
Use analytics from the LMS to assess learner engagement, course completion rates, and other metrics, and make data-driven adjustments to content as needed.


Training Delivery 


Conduct Training of Trainers (TOT) sessions to standardize content delivery.
Facilitation Excellence: Deliver impactful and interactive training sessions that cater to diverse learning styles using interactive methodologies and blended learning techniques.
Ensure training materials are accessible in the LMS after a physical/ online training is conducted to act as a reference point.


Team Management


Ensure timely and accurate completion of the master training tracker & uploading of training reports within 48 hours of training of your team members.
Ensure the weekly tracker is updated by your team members.
Manage your team’s productivity and attendance.
Conduct monthly KPI – one on one discussions with team members.


Requirements

Qualifications and Experience


Diploma/Bachelor’s degree in Graphic Design, Instructional Design, Educational Technology, Multimedia Design, or a Human Resources/ L&D related field.
Minimum of 2 year of experience in instructional design and graphic design, with a portfolio showcasing LMS content, graphic design, and multimedia projects is preferred.
Certification in instructional design, graphic design, or e-learning development (e.g., ATD, AIGA, or similar) is a plus.
Expertise in graphic design tools such as Adobe Creative Suite (Photoshop, Illustrator, InDesign ), Canva & Capcut, with a keen ability to create visually compelling layouts, compositions, and designs.
Skilled in utilizing e-learning authoring tools, including Articulate Storyline, Adobe Captivate, and Articulate Rise, to design and deliver engaging, interactive digital learning content.


Competencies and Skills

Technical Competencies


Instructional Design: Proficient in instructional design principles, adult learning theories, and models such as ADDIE or SAM to create effective learning content.
Graphic Design: Expert in graphic design software (e.g., Adobe Creative Suite: Photoshop, Illustrator, InDesign, Capcut) with a strong eye for visual composition, layout, and color.
E-Learning Authoring Tools: Skilled in using e-learning authoring tools like Articulate Storyline, Adobe Captivate, and Articulate Rise to create engaging, interactive content.
LMS Proficiency: Familiarity with Learning Management Systems (e.g., Moodle, Canvas, Talent LMS or similar) to upload, organize, and manage learning content.
Multimedia Production: Experience in creating multimedia elements, such as videos, animations, and interactive simulations, using tools like Capcut, Adobe After Effects, Camtasia, or other multimedia software.


Behavioral Competencies


Creativity and Innovation: Ability to conceptualize visually appealing and effective learning experiences that capture and maintain learner attention.
Attention to Detail: Strong attention to detail in graphic design, content accuracy, and quality control throughout the instructional design process.
Project Management: Strong interpersonal skills with the ability to manage multiple projects, work collaboratively with SMEs, project stakeholders, and team members to ensure the success of a project.
Communication: Strong verbal and written communication skills, with the ability to clearly present ideas and explain complex concepts.
Learner-Centric Mindset: Empathy for diverse learners and a commitment to creating accessible and inclusive learning experiences.
Quality Control: Ability to edit and perform quality assurance (QA) on your own work and others. The ability to handle multiple priorities in a very fluid and dynamic working environment.
Continuous Learning: Commitment to personal growth and professional development, staying current with industry trends in both design and instructional technology. more

Requirements

Diploma/Degree in Sales or any Relevant Field
At least one year of experience in Sales, Customer Acquisition and Support

Requirements

Diploma/Degree in Sales or any relevant field
Valid Kenyan Smart Driving License (with A2 NTSA Stamps)
At least one year of experience in Sales, Customer Acquisition and Support At least 1 year of riding experience

Requirements

KCSE Certificate
Valid Kenyan Smart Driving License (with A2/A3 NTSA Stamps) At least 1 year of riding experience
Diploma/Degree/Certificate in Sales is an added advantage

Requirements

KCSE Certificate
Valid Kenyan Smart Driving License (with A2/A3 NTSA Stamps) At least 1 year of riding experience
Diploma/Degree/Certificate in Sales is an added advantage

Requirements

Diploma/Degree in Sales or any relevant field
Valid Kenyan Smart Driving License (with A2 NTSA Stamps)
At least one year of experience in Sales, Customer Acquisition and Support At least 1 year of riding experience

Requirements

Diploma/Degree in Sales or any Relevant Field
At least one year of experience in Sales, Customer Acquisition and Support