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Customer Care Representative Job in Kenya

Customer Care Representative
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 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:
  • 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 quoting your current and expected salary

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