Job Title: Customer
Care Representative – Collections (Kampala)
Organisation: M-KOPA
Solar
Duty Station: Kampala,
Uganda
Reports to:
Collection Team Leader
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 500,000 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.
Key Duties and Responsibilities:
·
Make
collection reminders to customers who are behind schedule on their payments
·
Customer
Education: Participate in the customer education onboarding as assigned by the
supervisor
·
Maintain
awareness of client portfolio – confirm issue with the client enabling insights
for delayed payment to prevent future default and protect client from potential
repossessions.
·
Participate
in collection campaigns that drive improvement overall collections and Net
blocked rate.
·
Highlight
issues affecting customers’ paying in to management and other key stakeholders.
·
Handling
Customer queries over the phone or email
·
Educate
current and potential customer’s issues and follow up till resolution.
·
Make and
receive calls as assigned by Head of Customer Operations or Designated
Supervisor
·
Correctly
update the Call Log for every customer interaction
·
Actively
participate in team meetings.
Qualifications, Skills and Experience:
·
The
ideal candidates for the Customer Care Representative – Collections (Kampala) job
placement must hold a Bachelor’s degree in Microfinance, Business
Administration, accounting or related field of studies from recognized
university.
·
One year
of experience in debt collection or related field.
·
Excellent
communication skills and people management skills.
·
Listening
and interpersonal skills are key to this position.
·
Keen
attention to detail and the ability to work as part of a team is required.
·
Confident,
driven and a self-starter.
·
Highly
motivated and passionate about work.
·
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 can work with set targets
·
Excellent
Negotiator.
·
Problem
solving skills and ability to work well in a team.
·
An
excellent communicator.
·
Knowledge
of Microsoft applications to include Excel, Word and internet operations.
How to Apply:
Only candidates who
meet the minimum criteria as outlined as above are invited to send a
comprehensive Cv and copies of certificates in one Pdf document to [email protected] Please kindly mark
your application as “Application _ “Customer care Representative-Collections”_
in the subject line of your email.
The interested
candidates should submit their applications addressed to;
The Head of Human
Resource & Administration,
M-KOPA Uganda
Limited,
Deadline: Sunday 1st September 2019 by 5:00pm
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