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Customer Success Associate - Uganda
M-KOPAJob description
Job Title: Customer Success Associate
Reporting to: Customer Care Project Lead
Job Purpose:
To develop, plan coordinate and oversee all initiatives that focus on developing customer relationships that promote retention and loyalty, improving customer lifetime value and reducing churn.
Key Job Functions:
1. Gather updated information for the different customer groups, customise, review, and disseminate it in the most appropriate channels
2. Provide support to targeted customers by engaging them as and when required
3.Creatively craft customer initiatives for identified customer groups from time to time
4. Promote customer success initiatives through active digital channel support
5. Oversee all field activities related to customer success initiatives
6. Carry out periodic check ins/surveys with customers to ensure they are successfully using their products.
7. Coordinate all Customer Success initiatives in liaison with Market Development, Sales and Customer Facing teams.
8. Periodically share progress reports and customer feedback with management
Requirements:
1 year and above experience in a busy Customer service or marketing environment
Skills & Competencies:
Interpersonal skills
Excellent negotiation skills
Creativity and Idea generation
Good decision making and problem-solving skills
Ability to work under pressure and deliver on agreed timelines
Languages:
Luganda and English (Required) Runyakitara and Kiwshahili and added advantage
Education Required:
Basic College Diploma or Degree in any field
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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