About US:
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 200,000 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 Team Leader is responsible for providing positive leadership to the Customer Service Executives and managing all team activities
Key Duties and Responsibilities:
Guide, Coach and Mentor the Customer Service Executives so as to achieve individual, team and departmental KPIs.
Keenly monitor the performance of Customer Service Executive team through regular reviews and giving real-time feedback in line with M-KOPA Customer care performance standards
Drive adherence to M- KOPA procedures and monitor compliance to standard operating procedures for M-KOPA shops.
Oversee the implementation of system changes and update all relevant trackers
Work in liaison with the HR team to support the new hires on the on boarding process
Closely work with the Call Centre Manager and other departments to resolve all Customer Care related escalations into the Call Centre/Customer Care Department
Develop and implement Customer Care Related special projects/initiatives
Keenly review and Interpret historical reports and provide stakeholders with feedback for improvement in business operations.
Groom and nurture potential Customer Care Team Leaders.
Qualifications, Skills and Experience:
The applicant for the role of Customer Care Team Leader should at least hold a bachelor’s degree of any discipline from a recognized University
One year of experience as a Team leader in Customer Care department
Excellent leadership capability
Willingness to work countrywide
Excellent influencing skills
Computer literacy skills i.e. proficiency at MS Office
Demonstrate high level of integrity, work ethics, and a proactive and positive attitude.
Good negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion in a dynamic and challenging environment.
Customer focused with good customer care
Excellent interpersonal skills, problem solving and analytical skills.
The applicant should be self-motivated & able to demonstrate a drive for results with a professional approach.
Proven report-writing skills and presentation skills.
How to Apply:
All suitably qualified and interested candidates should send their applications and up-to-date CVs to: careersug@m-kopa.com addressed to with the subject “Customer Care Team Leader” addressed to:
The Human Resource & Administration Manager,
M-KOPA Uganda Limited,
Plot 12 Eric Magala Road, Entebbe. Uganda
Deadline: 15th June, 2016