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Customer Care Representatives - Remote Working

M-KOPA
Full time
Apply by 22 February 2021

Job description

Key Responsibilities:

  • Respond to customer queries on calls both inbound, outbound and on tasks.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.

Key Competencies:

  • Ability to work from home independently and be able to do basic troubleshooting of own internet connectivity and tools
  • Basic know how on how to connect remotely to online meeting channels using tools such as Teams, Zoom, Skype etc
  • High level of discipline and time management
  • Pro-active in seeking help from team leader to address any challenges
  • Ability to multitask and ensure that key deliverables are not compromised by the work from home environment

Experience/Skills & Competencies/Education Required

Successful candidate must demonstrate a customer orientation and ability to adapt/respond to different types of characters. Specific Qualifications includes:

  • At least a College Diploma
  • At least 1-year in the Customer Service department
  • Have access to and ability to use Microsoft tools such as Teams, Excel, Word etc
  • Computer literate
  • Analytical skills are an added advantage

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 – and it is the focus of this Strategy Manager role.

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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