M-KOPA is seeking a Customer Care Representative for their Mobility sector to manage inbound and outbound calls. This on-site role is based at our Nairobi offices and reports to the Team Lead. You will be the primary point of contact for customer inquiries, emergencies, and service support within the mobility division.
Key Responsibilities
Manage Mobility inbound and outbound calls in a timely and professional manner.
Utilize established communication scripts to handle various customer topics consistently.
Identify customer needs, clarify information, and provide effective solutions or alternatives.
Seize opportunities to upsell products during customer interactions when appropriate.
Resolve customer tickets, including both escalated tasks and newly created issues.
Maintain accurate and detailed records of all conversations within the call center database.
Identify and escalate priority issues or concerns to management promptly.
Support after-sale services through surveys, follow-up calls, and other assigned tasks.
Assist in the customer home electrical audit process and general management.
Coordinate with third parties for repairs, accidents, and insurance resolution.
Handle emergency issues raised by customers, including road traffic accidents, evacuations, and rescues.
Support management with thermal incidence reporting and escalation.
Assist with administrative issues related to driving training, logbooks, and number plates.
Receive and escalate customer documentation related to accidents and incidents.
Propose process improvement ideas based on direct customer feedback.
Requirements and Qualifications
Education: Possession of a BA, BSc, or HND qualification.
Experience: Previous professional experience in a customer support or call center role.
Communication: Strong phone presence and verbal communication skills paired with active listening.
Soft Skills: Customer-focused mindset and the ability to adapt to different personality types.
Efficiency: Demonstrated ability to multi-task, set priorities, and manage time effectively.
Resilience: Ability to track daily work against benchmarks and maintain emotional composure under pressure when dealing with difficult situations.
How to Apply
Interested and qualified candidates should apply online via the application portal provided by M-KOPA Solar. Click the following link to start your application: Apply Now
How to Apply
Interested and qualified candidates should submit their application through the M-KOPA Solar job portal at M-KOPA Solar on jobs.ashbyhq.com. Follow the link to the application form.
