Customer Care Team Leader – Shops Job Placement – M-KOPA Solar Ltd

Organization: M-KOPA Solar
Ltd
Duty Station: Northern
Region, Uganda
Reports to: Regional 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 Care 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.
  • Regularly 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 close 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
  • The incumbent will 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 Customer Care Team
    Leader job vacancy must 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 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.
  • Highly self-motivated and 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,
Lubowa Estate, Plot 1300 -1301 Kampala. Uganda
Deadline: 6th October, 2016
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