M-KOPA Solar Customer Care Representative Job -August 2015


Job Description

M-KOPA is seeking:
Position Title: Customer Care Representative

Location: Nairobi
Position Start: ASAP
Contract: Yes
Reporting to: Team Leader
Overall Purpose: To work with M-KOPA customers to ensure their customer care needs are met in a way that is exceptional and becomes the best customer experience that our customers have ever experienced.

This will be done through answering customers queries received from Telephone Calls, SMS or Email, diagnosing them and resolving their problems. The role requires a very high degree of personal ownership.

As an entry level Customer Care Representative there is a whole career path within Customer Care, which will lead to increasing the skills of CCRs to fix solar devices and take on additional responsibilities.
About M-KOPA Solar: M-KOPA Solar, headquartered in Nairobi, Kenya, 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 240,000 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 Kshs 40, 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.
All revenues are collected in real-time via mobile money systems (such as M-PESA in Kenya) and embedded GSM sensors in each solar system allow M-KOPA to monitor real time performance and regulate usage based upon payments.

This connected design means that M-KOPA is processing vast amounts of data (i.e. over 10,000 mobile payments per day) via the company’s proprietary cloud platform, M-KOPAnet.
As of January 2015 M-KOPA employs over 500 full time staff across East Africa and sells through a network of 1,000 direct sales agents. It has also commenced licensing its technology to partners in other markets.
M-KOPA has been recognised for its pioneering business mode and scale, notably winning the 2015 Zayed Future Energy Prize, being selected as the top New Energy Pioneer at the 2014 Bloomberg New Energy Finance awards and earning the 2013 FT/IFC Excellence in Sustainable Finance Award.
Role Profile

Key Accountabilities

  • Delivering Customer Care excellence to our customers.
  • Incumbent Requirements
  • Education: There are no specific education requirements for this role.
  • Experience: The incumbent should have the following experience:
  • Previous Call Centre experience.
  • Previous Customer Care experience
  • Demonstrated a desire to make customers lives better.

Knowledge / Skills:

  • Articulate & empathetic telephone manner
  • An ability to multi-task
  • Quick learning
  • Tenacious in problem solving
  • Computer savvy
  • Proficient in Microsoft Office
  • Typing speed of no less than 30 words per minute

Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.
How to Apply

To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to [email protected] with the subject EV-CCR-2708
Deadline for applications is August 31, 2015. Please Note: 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.
This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.