About M-KOPA Solar
M-KOPA Solar, headquartered in Nairobi, Kenya, is the global eader of "pay-as-you-go" energy for
of-grid customers.
The company was founded in 201 by former executives behind M-PESA (the world's leading mobile
payment platform) on the belief that mobile technology could revolutionize energy services in
emerging markets the same way it has already revolutionized the delivery of communications and
financial services.
In under 2 years since commercial launch (Oct 2012), M-KOPA has connected over 10,00 homes in
East Africa to solar power. As of Q4 2014 the company is adding over 10,00 new homes each month
and employs nearly 50 full time staf with offices in Kenya, Uganda, Tanzania, the UK and Hong
Kong. M-KOPA works in partnership with leading mobile network operators including Safaricom in
Kenya, and is busy developing additonal pay-as-you-go products and services. The company has also
begun licensing its technology to partners in markets outside East Africa.
In 2013 M-KOPA was given the Excellence in Sustainable Finance Award by the Financial Times and IFC, and in 2014 was selected by Bloomberg New Energy Finance as the world's top New Energy Pioneer. The company's inovative busines model has ben profiled in leading global media
including The Economist, the BC, Bloomberg, the Financial Times and Wired.
ROLE PROFILE
Positon Title : Customer Care Operations Manager
Department : CUSTOMER CARE
OVERAL PURPOSE:
The sucessful applicant for this role will be an experienced individual with a proven ability to build
and manage a team of customer service representatives whilst leading core customer-facing business
areas including marketing and customer performance monitoring and analysis. Preferred experience
in consumer-facing services, mobile money, airtime or other gods and services on a national scale
across East Africa.
RESPONSIBILITIES:
Lead al aspects of customer service including:
Formulate, plan and execute Call center policies and procedures such as cal-scripts and KPIs
Organizing staffing, including shift paterns and the number of staff required to meet demand
Managing the daily running of the Call Center, such as working with Finance/Tech dept in
sourcing equipmenthat met industry standards
Efective resource planing and implementing cal center strategies and operations
Carrying out needs assesments and performance reviews
Setting and meeting performance targets for speed (AHT), efficiency and quality
Ensuring all relevant communications from dealers/agents as well as customers is properly
recorded and data is updated such as location and contact information
Communicating to CRs on products available for orders especially when shipping is delayed
Liaising with relevant stakeholders/support departments to streamline Call Center day to day
Operations such as Enginering , Admin etc
Managing growth of profesional customer care team through training.
Designing with the help of the data department and implementing reports to monitor performance
Of individual CRs and teams.
Developing and analyzing reports on customer behavior and formulating strategies to improve
Customer performance. • Working with team members to investigate and resolve complex complaints or isues raised by
Customers, e.g. relating to service or product performance.
Maintaining up-to-date knowledge of industry developments and involvement in networks; Monitoring random calls with the help of the Quality department to improve quality, minimize
errors and track operative performance;
Working with the HR department in coordinating staff recruitment, including writing vacancy
advertisements.
Reviewing the performance of staff, identifying training needs and planing training sessions
with the help of the Call center Training lead
Coaching, motivating and retaining staf and cordinating bonus, reward and incentives
Forecasting and analyzing data against budget figures on a wekly and/or monthly basis.
INCUMBENT REQUIREMENTS:
Experience
- 3+ years high-level experience in customer care, preferably in a related
industry: financial, mobile-money or other commision based
product/service in East Africa. - Proven abilty to build and manage a profesional CR team and suport
functions, in a comparable industry. - Experience in the development and management of reports-based customer analysis. - Educated in a related field, such as busines administration, customer
service or marketing.
REMUNERATION
The positon comes with a competive and generous salary package that includes a monthly salary,
company bonuses and comprehensive medical insurance.
APPLICATION
To aply, send an updated detailed copy of your wel named and labeled cv and a cover leter
expresing why you fel you would be an excelent candidate for the role to aplications@m- kopa.com with only the subject “COM”