Job Title: Customer Care Team Leader – Shops
Organization: M-KOPA Solar
Ltd
Ltd
Duty Station: Northern
Region, Uganda
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.
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
Care Team Leader is responsible for providing positive leadership to the
Customer Care Executives and managing all team activities
Key Duties and
Responsibilities:
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:
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: [email protected] addressed to with the
subject “Customer Care Team Leader” addressed to:
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,
M-KOPA Uganda Limited,
Lubowa Estate, Plot 1300 -1301 Kampala. Uganda
Deadline: 6th October, 2016
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