Care Team Representatives at M-KOPA
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:
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 MS Office
- 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, 5th June 2014
Shortlisted applicants should be available for interviews on Tuesday 10th June 2014
Successful applicants should be ready to start by Monday, 16th June 2014
Applicants who have not been contacted by 10th June 2014 should consider their applications unsuccessful.
