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Fresher Customer Care Team Leader Job Vacancy – M-KOPA Solar Ltd
Job Title: Customer Care Team Leader
Organization: M-KOPA Solar Ltd
Duty Station: Entebbe,
Uganda
Uganda
Reports to: Customer Care
Manager
Manager
About M-KOPA Ltd:
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. 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. 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. M-KOPA has been recognized
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.
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. 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. 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. M-KOPA has been recognized
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.
Job Summary: The Customer Care Team leader will be responsible for providing positive leadership to the
Customer Care Representatives and
managing all team activities
Customer Care Representatives and
managing all team activities
Key Duties and Responsibilities:
- Positive leadership , guidance , coaching and
mentoring to the Customer Care Team so as to achieve individual , team and
departmental KPIs . Also responsible for nurturing potential Customer Care
Team Leaders - Keenly monitor the performance of Customer
Care 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 - Keenly track and record team attendance and
ensure adherence to schedule - Oversee the implementation of system changes
and update all relevant trackers - Provide support to the New hires on the on
boarding process - Work closely with the Work Force Planner,
ensure manpower schedule is planned and distributed to the call centre
staff appropriately as per the call volume forecast and trend - Closely work with the Call Centre Manager and
other departments to resolve call centre operational issues - Develop and implement special
projects/initiatives - Real time Queue monitoring and managing floor
productivity - Keenly review and interpret historical reports and provide stakeholders with feedback for
improvement in business operations.
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 - A year’s experience as a Team leader in
Customer Care department - Excellent
leadership capability - Excellent influencing skills
- Computer literacy 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. - 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:
suitably qualified and interested candidates should send their applications and
up-to-date CVs to: careersug@m-kopa.com
addressed to:
The
Human Resource & Administration Manager ,
Human Resource & Administration Manager ,
M-KOPA
Uganda Limited,
Uganda Limited,
Plot
12 Eric Magala Road, Entebbe. Uganda
12 Eric Magala Road, Entebbe. Uganda
Deadline: 8th February
2016
2016
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