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Customer Care Representatives
M-KOPAJob description
JOB PURPOSE:
To serve the customers contacting M-KOPA .
KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job)
- Receive, promptly respond & resolve customer queries via the in house channels /CRM systems
- Record issues and resolutions by correctly dispositioning
- Escalate to the relevant channel all issues that need escalation
- Highlight process & product gaps noted to your Team Leaders for closure
- Provide customer feedback to the relevant departments as required
- Remain updated on M-KOPA products and services
- Identify and highlight system errors that may impact service delivery
- Notify Team lead of any noted trends in customer queries that may allude to an issue either countrywide or in specific regions
- Give a great customer experience to all customers that contact M-KOPA via call and all the channels as per required
EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED
- Communication skills
- Multi-tasking & problem-solving skills
- Accurate data entry & speed typing skills
- Good attitude
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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