Job Title: Customer Care Team Leader
Organization: M-KOPA Solar Ltd
Duty Station: Kampala, Uganda
Reports to: Customer Care Manager
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.
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
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: [email protected] addressed to with the subject “Customer
Care Team Leader” addressed to:
suitably qualified and interested candidates should send their applications and
up-to-date CVs to: [email protected] addressed to with the subject “Customer
Care Team Leader” 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: 15th June, 2016
For
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or find us on our Facebook page https://www.facebook.com/UgandanJobline