Customer Care Team Leader Jobs – M-KOPA Solar Ltd

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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.
Job Summary: The Customer Care Team Leader is responsible for
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: careersug@m-kopa.com addressed to with the subject “Customer
Care Team Leader” addressed to:
The
Human Resource & Administration Manager,
M-KOPA
Uganda Limited,
Plot
12 Eric Magala Road, Entebbe. Uganda
Deadline: 15th June, 2016
For
more of the latest jobs, please visit https://www.theugandanjobline.com
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