M-KOPA Solar is seeking a Customer Care Representative for our Activations department. In this role, you will be responsible for managing the critical transition period for new customers, ensuring they are accurately screened, verified, and activated onto our platforms. You will serve as a guide for customers through the onboarding process, maintaining high standards of data accuracy and compliance. This is an on-site role based at our offices in Nairobi, reporting to the Team Leader - Activations.
Key Responsibilities
Customer Onboarding: Screen and allocate new customers to ensure they meet specific onboarding requirements.
Verification: Verify documents, customer details, and data accuracy provided by the sales teams.
Customer Guidance: Provide step-by-step assistance to customers during the onboarding and activation process.
Compliance: Ensure adherence to established scripts, internal processes, and compliance guidelines.
Data Management: Update customer records promptly and accurately on relevant internal platforms and upload customer data onto telematics platforms.
Administration: Capture customer details correctly to facilitate the issuance of insurance certificates.
Communication: Provide clear education and communication to customers during the activation stage.
Issue Resolution: Escalate incomplete, suspicious, or non-compliant sales and collaborate with cross-functional teams to resolve onboarding issues.
Tracking: Monitor onboarding progress to ensure customer activation occurs within defined timelines.
Feedback: Share insights and suggest improvements for existing activation processes.
Qualifications and Expertise
Education: Diploma in Customer Service or a related field.
Experience: Prior experience in onboarding or customer service roles.
Detail Orientation: Exceptional attention to detail and high accuracy in data entry.
Communication: Strong written and verbal communication skills.
Process Adherence: Ability to follow structured scripts and complex organizational processes.
Problem Solving: Ability to identify issues and escalate them appropriately.
Mindset: Professionalism, reliability, and a dedicated customer-first approach.
How to Apply
Interested and qualified candidates should apply online by visiting the application portal at M-KOPA Solar on jobs.ashbyhq.com. Ensure your application highlights your relevant experience and qualifications.
