M-KOPA CUSTOMER CARE REPRESENTATIVE JOB IN KENYA

Customer Service Jobs 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.