The Ugandan Jobline

Job Title:  Customer Care Trainer

Organisation: M-KOPA

Duty Station:  Kampala, Uganda

About US:

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Job Summary:   We are looking for a Customer Care Trainer to join our Customer Care team in Uganda, where progress, and humility are valued as highly as technical excellence.

Leading a team you will work as a coach and train the representatives within the customer care team. You will ensure the Customer Care team is well trained and updated on new features, products and processes in line with M-KOPA’s overall customer care strategic objectives.

Key Duties and Responsibilities:

• You will manage the call center day to day training operations which includes prioritizing training responsibilities, scheduling trainers and scheduling training activities.
• You will develop high quality training content that covers the key training areas which include product, system, process and soft skills training.
• You will be responsible for developing customer facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
• You will build and manage the monthly training calendar ensuring the key topics for training are covered by the end of the quarter.
• You will work with the BPO training team, coordinate training for both new joiners and on-going refreshers covering: Product, process, systems and soft skills.
• You will develop and administer knowledge quiz as well as track and disseminate the results of both the ongoing and monthly quizzes.
• You will analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions and mystery shopping and schedule training sessions.
• You will develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
• You will be the custodian of the end-to-end training process including updating of the same with any upcoming changes in-country.
• You will prepare and present reports that show training progress, trends and demonstrate training impact.

 




Qualifications, Skills and Experience:

• Our expectations are that your CV reflects a rich blend of technical expertise and practical experience, positioning you as a valuable asset as trainer.
• You have five or more years of experience developing contents and training teams within customer care
• Proficiency in Excel, PowerPoint, Word..
• You possess an ability to assess training needs of your audience.
• You showcase your ability to think creatively, communicate and articulate issues clearly.
• You utilize your understanding of the call centre operations and metrices.
• Proficiency in English is required, with one or more additional languages preferred, enhancing your ability to communicate effectively across diverse audiences.

How to Apply:

All qualified candidates should apply online at the link below

Click Here

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