M-KOPA Customer Care Representative Job in Kenya

M-KOPA is a registered Kenyan business, founded in 2011 but stemming from pilot trials since 2009. The founders of M-KOPA include former executives from Safaricom and Vodafone Group who also started and led M-PESA from the start. These people form an integral part of M-KOPA as a company.

M-KOPA’s head office is in Nairobi with a regional office in Eldoret, soon expanding to the larger Western Kenya region. We have a qualified dedicated team of over 25 employees Kenyan and international staff, experienced and seasoned in different fields like finance, distribution, sales and marketing and customer care.

M-KOPA’s technology and company culture are based in the belief that using innovative, disruptive (radical) mobile technology, we can help ordinary mwananchi to uplift their living standards, and bring development in a community, while building a strong business.

As a member of the M-KOPA team, you will be part of a new and exciting venture, changing the lives of ordinary Kenyans.

The Job

Reporting to the Head of Customer Care, your duties will include but are not limited to:-

Assisting customer with general , account and technical queries over the phone
Provide and educate customers and potential customers with product and service information
Maintain Customer records
Make and receive calls as assigned by Head of Customer Care or Designated Supervisor
Correctly update the Care Log for every customer/ dealer interaction
Identify and escalate priority issues to Head of Customer Care
Be pro-active in coming up with ways on how to improve customers’ repayment rate AND reduce default levels
Be aware of all on-going incentives &/or bonuses offered to customers
Actively participate in team meetings
Be pro-active in coming up with realistic ways to better the Customer Care department
Report any suspected fraudulent activity to Head of Customer Care
Any other duties assigned by the Head of Customer Care

Qualities

Customer Care AND Call centre experience
Passionate about customer care and exceeding customer expectations, consistently
Fluent in English AND Swahili
Computer literate/Experience with MIS
Fast learner
An excellent communicator
Able to work well with strict deadlines and under minimum supervision
Analytical
Ability to meet and exceed targets
An excellent negotiator
With extraordinary initiative
Pro- active
A Team player

If you fit this profile, please send an application letter, quoting your current and expected salary, and résumé to june@m-kopa.com by Friday, 13th April 2012.

Only short-listed applicants will be contacted by 23rd April 2012.