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Customer Care Executive
M-KOPAJob description
Overall Purpose.
- To control quality at the Service Centre by providing excellent Customer Service to walk in customers and managing stock as per the M-KOPA service police.
Key Responsibilities.
- Support customer swap & return processes in line with M-KOPA reverse logistics policy
- Review and accurately update all activity in the Inventory tools with all incoming and outgoing transactions as per M-KOPA stock handling policy
- Allocate stock to Direct Sales Representatives (DSRs) in line with M-KOPA stock allocation policy
- Manage stock by preventing stock –out at the Service and guaranteeing integrity of stock.
- Resolve or escalate walk in customer queries in line with MKOPA customer care guidelines
- Uphold the brand values of M-KOPA, including ensuring the M-KOPA Service Centre is highly presentable to customers
Incumbent Requirements.
Education and Required Skills.
- A bachelor’s degree from a recognised institution / university in any field.
- Fluent in at least English & Luganda / or a major language found within any of the Sales Regions
- Able to work well under pressure and under minimum supervision
- A fast learner who is able to work with set targets
- A team player with a high level of flexibility
- Should be self-motivated & able to demonstrate a drive for results with a professional approach.
- Excellent customer Care skills -Customer centric with commitment to deliver
- Possession of basic numerical skills
- Team work with high levels of flexibility.
- Demonstrate high level of integrity, work ethics, proactive and positive attitude.
- Exceptional communication, interpersonal, problem solving and analytical skills
- Report-writing and presentation skills.
- Should be self-motivated & able to demonstrate a drive for results with a professional approach.
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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