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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.

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