Senior Manager- Customer CareM-KOPA
Department : Customer Care (CC)
Role title : Senior Manager- Customer Care
Location :Uganda (Lubowa)
Reporting to : General Manager or Head of Customer Care
We are looking for a Senior Manager-Customer Care to provide leadership and support towards the delivery of the M-KOPA Uganda customer strategy. The Senior Manager Customer Care will also provide leadership and support over the day-to-day operations of the M-KOPA Uganda Call Center.
The role holder will lead multiple customer facing teams across multiple customer interaction channels (Both voice and non-voice). Responsibilities for this role will include overseeing the support functions (Training, Projects, and Quality) within the Uganda Call Center
KEY JOB FUNCTIONS
EXPERIENCE, SKILLS AND COMPETENCIES
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.
Learn more about M-KOPA and see other open jobs on their career page.