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Customer Care Team Leader
M-KOPAJob description
JOB PURPOSE
- Provide and manage real-time guidance at the agent level.
- Coach and guide agents on customer interactions.
- Document all coaching and performance-related interactions in the systems provided.
- Analyse and report agent performance gaps to relevant teams for support.
- Escalate any unresolved issues affecting agent performance through systems provided and relevant teams(management)
KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job)
- Mentor and guide.
- Conduct weekly/monthly performance coaching for the team
- Resolve escalated issues.
- Liaise with training, QA, and management team to enhance performance.
- Analyze and compile performance reports for the team.
- Manage Customer Care rep hourly and daily performance
EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED
- 1 year and above experience in a customer service leadership capacity competency
- Demonstrates strong leadership style and work ethics.
- Excellent communication and listening skills.
- Ability to mentor and guide.
- Display high integrity and honesty.
- Demonstrate technical and professional expertise.
- College Diploma or Degree in any field ( Social Sciences is preferred )
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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