Customer Care Trainer Jobs – M-KOPA Solar

Job Title:    Customer Care Trainer
M-KOPA Solar
Duty Station:
Lubowa, Kampala, Uganda
Reports to:
Head of Customer Care
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 600,000 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 Trainer will plan, deliver, evaluate and report on training within the
Customer Care department for both New and existing staff.
Key Duties and Responsibilities: 
  • Actively participates in planning and conducting department and
    company-wide trainings as may be required by the business.
  • Works with management, Team leaders, QAs and CCRS to develop
    Training Needs Analyses and Training processes so as to align to changes
    in policies, procedures, regulations, business initiatives and
  • Determines instructional methods such as individual training, group
    instruction, lectures, demonstrations, conferences, meetings and
  • Selects or develops teaching aids such as training handbooks,
    demonstration models, customer interaction scripts, multimedia visual
    aids, tutorials, and reference workshops. The Trainer may also work to
    improve the existing Training materials
  • Conducts refresher training sessions covering areas identified in
    the TNAs such as on-the-job training, use systems, interpersonal skills,
    quality & process issues, and product knowledge and to carry out
    Training evaluation of all completed Trainings / workshops
  • In charge on New Hire Induction training and oversees on the Job
    training and Probation performance monitoring and tracking for New hires.
  • Reports on progress of employees under guidance during training
    periods, maintains training records and evaluates the effectiveness of
    trainings conducted.
  • In charge of uniform and consistent communication of business
    information across customer care teams and participates in the effective
    translation of company-wide materials and product manuals

Qualifications, Skills and Experience: 
  • The ideal candidate for the M-KOPA Solar Customer Care Trainer job
    must hold a Degree in a relevant field from a recognized Institution
  • Professional instructional skills
  • Effective communicator and presenter
  • Effective course design and development skills
  • Influencer
  • Customer centric
  • Fluent in at least English & Luganda / or a major language found
    within any of the Sales Regions
  • Able to work well under pressure and under minimum supervision
  • A fast learner who is able to work with tight timelines
  • Proficient with Microsoft Office
  • A team player with high levels of flexibility
  • Good planning and organization capability
  • Learning and Research orientation
Other Comments:
  • 80% time spent on Customer Service Training
  • 20% companywide training
  • Mostly office based. Minimal travel required.
How to Apply:
All suitably
qualified candidates are invited to send a comprehensive CV by e-mail to Please kindly mark your application as “Application _
“Customer Care Trainer”_ in the subject line of your email. The interested
candidates should submit their application and CV addressed to
The Head of Human
Resource & Administration,
M-KOPA Uganda
Lubowa Estate, Plot
1300 -1301 Kampala.
Deadline: Wednesday 20th March, 2019 by 5:oo PM
Please Note: Due
to the large number of applications received by us, we regret that you will not
be contacted unless you are short listed for the post and invited for an
interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the
date of the deadline your application, you should assume that you have not been
successful on this occasion. This measure has been taken in the interests of
efficiency and cost effectiveness and we apologize for any inconvenience this
may cause.
For more of the
latest jobs, please visit or
find us on our facebook page

Leave a Reply

Your email address will not be published. Required fields are marked *