Website M-KOPA Solar
M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR… M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. Each 8W battery powered-system comes with three lights, m… read moreobile phone-charging and a solar powered radio. Customers can now opt for a 20W system with digital TV. As of July 2016, M-KOPA has connected over 400,000 homes to affordable solar power. Current customers will make projected savings of US$ 300 Million over the next four years. M-KOPA’s customers will enjoy 50 million hours of kerosene-free lighting per month. Total employment created in East Africa is 2,500. In March 2016, M-KOPA emerged boldest at Financial Times Arcelor Mittal- Boldness in Business Awards in the Developing Markets category. In February 2016, M-KOPA was recognised as the Best Mobile Innovation for Emerging Markets at the Global Mobile Awards. In 2015, M-KOPA was recognised by Fortune Magazine as one of the Top 50 Companies Changing The World and won the Zayed Energy Future Prize. M-KOPA has also won the 2014 Bloomberg Pioneer Award and 2013 FT/IFC Excellence in Sustainable Finance Award.
What You’ll Do
Manage Mobility inbound and outbound calls in a timely manner
Follow communication scripts when handling different customer topics
Identify customer needs, clarify information, and provide solutions or alternatives
Seize opportunities to upsell products when they arise
Work on customer tickets, resolving both escalated and newly created tasks
Keep accurate records of all conversations in the call center database
Identify and escalate priority issues and concerns to management
Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
Assist in the customer home electrical audit process and management
Follow up with third parties for repairs, accidents, and insurance resolution
Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
Support in thermal incidences and escalate to management
Support issues related to driving training, logbooks, and number plates
Receive and escalate customer documentation related to incidents and accidents
Propose new ideas from customer feedback to help the Mobility team improve processes
This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead.
Expertise
Previous experience in a customer support role
Strong phone and verbal communication skills with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities, and manage time effectively
Ability to track your own work daily and compare against benchmarks
Ability to manage emotional responses and remain calm under pressure when dealing with difficult content
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