M-Kopa Customer care Jobs in Kenya

 Customer Care

The Company

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.

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

The Person

Do you have:

•     Customer Care and Call Centre. Credit Collections experience will be an added advantage
•     Demonstrable Experience working with a CRM system
•     Do you have extraordinary initiative

Are You :

•     Passionate about customer care and exceeding customer expectations, consistently
•     Fluent in written and spoken  English AND Swahili
•     A fast learner
•     Analytical and Meticulous
•     An excellent communicator and negotiator, able to exceed targets
•     A team player
•     Able to work well with strict deadlines and under minimum supervision

If you fit this profile, send an application letter  and CV quoting your current and expected salary, to recruitment@m-kopa.com by Sunday, 30th September 2012.

Only short-listed applicants will be contacted by Friday, 12th October  2012.