Customer Care Representative – Collections (Kampala) Jobs – M-KOPA Solar

Organisation: M-KOPA Solar
Duty Station: Kampala, Uganda
Reports to:Collection 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 500,000 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.
Key Duties and Responsibilities: 
·         Make collection reminders to customers who are behind schedule on their payments
·         Customer Education: Participate in the customer education onboarding as assigned by the supervisor
·         Maintain awareness of client portfolio – confirm issue with the client enabling insights for delayed payment to prevent future default and protect client from potential repossessions.
·         Participate in collection campaigns that drive improvement overall collections and Net blocked rate.
·         Highlight issues affecting customers’ paying in to management and other key stakeholders.
·         Handling Customer queries over the phone or email
·         Educate current and potential customer’s issues and follow up till resolution.
·         Make and receive calls as assigned by Head of Customer Operations or Designated Supervisor
·         Correctly update the Call Log for every customer interaction
·         Actively participate in team meetings.

Qualifications, Skills and Experience: 
·         The ideal candidates for the Customer Care Representative – Collections (Kampala) job placement must hold a Bachelor’s degree in Microfinance, Business Administration, accounting or related field of studies from recognized university.
·         One year of experience in debt collection or related field.
·         Excellent communication skills and people management skills.
·         Listening and interpersonal skills are key to this position.
·         Keen attention to detail and the ability to work as part of a team is required.
·         Confident, driven and a self-starter.
·         Highly motivated and passionate about work.
·         Customer – centric
·         Fluent in at least English & Luganda / or a major language found within any of the Sales Regions
·         Able to work well under pressure and under minimum supervision
·         A fast learner who can work with set targets
·         Excellent Negotiator.
·         Problem solving skills and ability to work well in a team.
·         An excellent communicator.
·         Knowledge of Microsoft applications to include Excel, Word and internet operations.
Only candidates who meet the minimum criteria as outlined as above are invited to send a comprehensive Cv and copies of certificates in one Pdf document to Please kindly mark your application as “Application _ “Customer care Representative-Collections”_ in the subject line of your email.
The interested candidates should submit their applications addressed to;
The Head of Human Resource & Administration,
Deadline: Sunday 1st September 2019 by 5:00pm

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