Customer Care Representative at M-KOPA

The purpose of this role is to receive and handle all customer inquiries presented via multiple channels (primary voice calls) and provide the necessary support in relation to MKOPA customer account or product(s) to achieve positive customer satisfaction through first call resolution.

Responsibilities:

• Receive and handle telephonic customer inquiries.
• Ensure all customer related issues or queries are addressed or escalated to the next level support if unable to resolve.
• Document all customer interactions on the provided systems. ·
• Ensure that customers are educated on the relevant M-KOPA product(s) and processes.
• Assist any other customer care roles as assigned by a customer care team leader or manger

Experience, Skills and Competencies

• Six (6) months and above experience in a frontline service or customer service capacity.
• Demonstrates passion for handling customers and resolving difficult customers issues.
• Portrays a pleasant, friendly and patient attitude.
• Demonstrates competency in the use of Microsoft office suit.
• Excellent communications skills (both verbal and written) and listening skills.
• Strong work ethic with a flexibility to work on different shifts

Reporting to: Customer Care Team leader