Customer Care Representative at M-KOPA

Overview

• We are looking for a Customer Care Representative who will effectively manage and respond to all customer inquiries received via phone.
• You will provide the necessary support concerning M-KOPA customer account or product(s) and aim to achieve overall positive customer satisfaction through first-call resolution.

In this role, you will be expected to:

Handle Customer Care tasks including:

• Customer Inquiries: Receive and handle all customer inquiries via phone.
• Issue Resolution: Address all customer issues or queries, escalating to the next level of support when necessary.
• Documentation: Document all customer interactions in the provided systems.
• Customer Education: Educate customers on relevant M-KOPA products and processes.
• Additional Support: Assist with other customer care tasks as assigned by the Customer Care Team Leader or Manager.

Experience/ Skills & Competencies/ Licences & Certifications/ Education Required:

• Experience: You have at least 6 months experience in a front-line service or customer service role.
• Customer Focus: You are passionate about assisting customers and resolving challenging issues.
• Technical Skills: You are proficient in using the Microsoft Office suite.
• Interpersonal Skills: You maintain a pleasant, friendly, and patient demeanor.
• Communication Skills: You possess excellent verbal and written communication skills and strong listening abilities.
• Work Ethic: You demonstrate a strong work ethic and have the flexibility to work various shifts.