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Customer Education Fellow
M-KOPAJob description
Position Objective:
To educate new M-KOPA customers on M-KOPA products and services in the early days of their life cycle to enable them to achieve maximum value from their M-KOPA product so to meet their loan obligation.
Location:
M-KOPA Solar Uganda Headquarters.
Key Responsibilities:
Make education calls to new customers as per standard Operating Procedures.
Proactively give timely feedback to management to enable improvement in the customer onboarding process.
- Troubleshoot, escalate and/or follow up on customer requests, queries and complaints as per the Standard Operating Procedures.
- Liaise with the Activations team and Credit team to ensure Know Your customer Process is adhered to.
- Update the CRM (Customer Relationship Management) tool and the Education call lists with the appropriate call outcome customer information and feedback to ease analysis.
- Monitor the quality of new loans through the calls made and work with credit team on collection improvement strategies.
- Attend to customer queries raised through Incoming calls and tasks.
Key Requirements:
- Analytics and report writing skills.
- Typing speed of at least 20WPM is a must. (This will be tested)
- Must be fluent in English and Luganda.
- Fluency in Swahili and Runyakitara is an added advantage.
- Willingness to work in different shifts on different days.
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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