MKopa Customer Care Support Representative in Kenya

MKopa Customer Care Support Representative Vacancy in Kenya

Who we are:
M-KOPA LLC is a mobile-based technology company established in 2011 after successful trials of innovative, embedded mobile services.  M-KOPA uses mobile payments to offer consumer financing for energy products and services, targeted at off-grid users. Our first product; a mobile enabled solar home lighting system is available in Kenya where it provides clean, affordable energy to consumers, made accessible through machine-to-machine technology and mobile payments. 

What we do:
Through M-KOPA, customers use mobile payments such as M-PESA to pay for a home solar lighting system on a “pay-per-use” basis, making the transition to cleaner energy much more affordable especially to low-income users

The management team of M-KOPA includes several former telecoms executives who were responsible for the initiation and scaling of M-PESA, the award-winning mobile financial service platform in Kenya. M-KOPA has the investors, funding and ambition to expand its product line and extend its reach to new markets.

THE ROLE:

 An initial 6 month contract leading to a full term employment depending on individual performance.

Agent Care Representative Responsibilities

·         Create new agents in the system

·         Handle dealer & agents queries over the phone or email

·         Place stock orders for the dealers or Service Centers

·         Maintain accurate dealer & agent records

·         Sales Team support

·         Identify and escalate priority issues to the Agent Care Team Leader

·         Any other duties assigned by the Agent Care Team Leader

Customer Care Responsibilities

·         Handling customer queries over the phone or email

·         Educate current and potential customers with product and service information

·         Maintain accurate customer records

·         Make and receive calls as assigned by Head of Customer Care or Designated Supervisor

·         Correctly update the Call Log for every customer/ dealer/agent interaction

·         Identify and escalate priority issues to Customer Care Team Leader

·         Actively participate in team meetings

·         Any other duties assigned by Customer Care Team Leader

The Person

·         Passionate about customer care

·         Experience working with  MSOffice

·         Fluent in written and spoken English and Swahili

·         Able to work well under pressure and under minimum supervision

·         A fast learner who is able to work with set targets

·         An excellent communicator

·         A team player

·         Must be time flexible and able to work in a shift clock system including Public holidays and Weekends

·         Exposure to Customer Care, Dealer Care or Call Centre experience  and CRM systems is a plus

Applications

A generous and competitive remuneration package will be offered to the successful candidates.
To apply, send an updated detailed copy of your Word format cv and a cover letter expressing why you feel you would be an excellent candidate for the role to applications@m-kopa.com with the subject “CARE TEAM REPRESENTATIVE”

Deadline for applications is:  Thursday, 5^th June 2014

Shortlisted applicants should be available for interviews on Tuesday 10^th June 2014

Successful applicants should be ready to start by Monday, 16^th June 2014

Applicants who have not been contacted by 10^th June 2014 should consider their applications unsuccessful.