Several Call Centre Jobs – Customer Care Representatives – M-KOPA Solar

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Organization: M-KOPA Solar
Duty Station: Kampala, Uganda
Reports to: CC Team Leader
M-KOPA Solar is the global leader of “pay-as-you-go” energy for off-grid customers. Since its commercial launch in October 2012, M-KOPA has connected more than 600,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new homes each day. The success of M-KOPA (M= mobile, KOPA= to borrow) stems from making solar products affordable to low-income households on a pay-per-use installment plan. Customers acquire solar systems for a small deposit and then purchase daily usage “credits” for US $0.45, or less than the price of traditional kerosene lighting. After one year of payments customers own their solar systems outright and can upgrade to more power.
Job Summary:  The Customer Care Representative will ensure timely resolution of queries via phone, email or SMS.
Key Duties and Responsibilities: 
  • Handling Customer, Dealer and Agent queries over the phone or email.
  • Educate current and potential customers with product and service information.
  • Make and receive calls as assigned by Head of Customer Care or Designated Supervisor.
  • Correctly update the Call Log for every customer/ dealer/agent interaction.
  • Actively participate in team meetings.
  • Create new agents in the system.
  • Maintain accurate dealer & agent records.
  • Handling Customer, Dealer and Agent queries over the phone or email.
  • Educate current and potential customers with product and service information.

Qualifications, Skills and Experience: 
  • The ideal candidate for the M-KOPA Solar Customer Care Representative job should hold a bachelor’s degree of any discipline from a recognized University.
  • At least 6 months’ call center experience.
  • Listening Skills
  • Customer – centric
  • Excellent communication skills – verbal and written 
  • A fast learner who is able to work with set targets
  • An excellent communicator
  • A team player with high levels of flexibility
  • Should be self-motivated & able to demonstrate a drive for results with a professional approach.
  • Computer Skills with ability to use MS Excel, MS Word, MS power point
  • The applicants must also have a typing Speed of 30wpm.
  • Age: Between 22-27 years
  • Languages: Luganda, Swahili, English, Runyankole and Luo
All candidates should send their applications with their updated CV’s to
The Human Resource & Administration Manager,
Plot 12 Lubowa Road, Entebbe. Uganda
Please kindly mark your application as “Application _ Customer Care Representative” in the subject line of your email
NB:  Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview. Therefore, if you have not heard from M-KOPA within 4 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion.
Deadline: 26th July 2019 by 5:00pm


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