Customer Care Representative
M-KOPA is a registered Kenyan business, founded in 2011 but
stemming from pilot trials since 2009.
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 Role
- A
6 month contract with possibility of extension depending on business needs
&/or individual performance
- Combined
Dealer Care and Customer Care Representative
Dealer Care Role
- Create
new dealers on the MIS
- Assisting
dealers with queries over the phone.
- Place
stock orders for the dealers
- Identify
and escalate priority issues to the Dealer Care – Team Leader
- Maintain
accurate dealer records and documents.
- Raise
commission invoices for dealers
- Prepare
outlet starter kits
- Sales
Team support
Customer Care Role
- Assist
customers with general , account and technical queries over the phone
- Educate
current 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
- Actively
participate in team meetings
- Be
pro-active in improving the Dealer Care & Customer Care function
- Report
any suspected fraudulent activity to Head of Customer Care
- Any
other duties assigned by Dealer Care Team Leader & Head of Customer
Care
The Person
Do you have:
Do you have:
- Customer
Care, Dealer Care &/or Call Centre experience. Credit Collections
& Dealer Care experience will be an added advantage
- Demonstrable
Experience working with MS Office and CRM systems
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 under pressure and under minimum supervision
Application Deadline: Friday, 23rd December 2012
Applicants who have not been contacted by Tuesday, 8th January should consider their application unsuccessful.
Successful applicants must be ready to start by Monday, 14th January 2013
To apply, visit http://www.m-kopa.com/jobs/ quoting your current and expected salary