Customer Service & Call Centre

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QUALITY ANALYST

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 Purpose:  To monitor and assess the quality of performance of call center Representatives who deal with existing and potential customer. The QA will monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

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1
Customer Care Team Leader

The Customer Care  Team Leader is responsible for providing positive leadership to the Customer  Service Executives and managing all team activities.

 

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3
SERVICE CENTRE MANAGER

The Service Centre Manager will mainly guarantee that the overall performance targets of the Service Centre are met both in terms of quality and quantity

About M-KOPA:

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.

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3
DEPUTY SERVICE CENTRE MANAGER

To control quality at the Service Centre by providing excellent Customer Service to walk in customers as per the M-KOPA service policy and coordinating the cleaning and safeguarding of all properties at the Service Centre.

ABOUT M_KOPA

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.

 

...Read More

1
SERVICE CENTRE MANAGER

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 productsaffordable to low-income households on a pay-per-use installment plan.

 

...Read More

1
Customer Care Team Leader

The Customer Care Team Leader is responsible for providing positive leadership to the Customer Care Representatives and managing all team activities

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 150,000 homes in Kenya, Uganda and Tanzania to solar power, and is now adding over 600 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.

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.

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2
Call Center Agent/Sales Executive
Infinity Computers - Kampala

Applicants should have these attributes:
\r\n The ideal candidate must be eloquent in both spoken and written English, and an advantage for those who can speak and possibly write well in either of Luganda or Swahili.
\r\n English is the most common language of work for this job position and as such the selected candidate MUST be able to write good English (not slang), and should also type very well with the computer key board.

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