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