Fresher Customer Care Team Leader Job Vacancy – M-KOPA Solar Ltd

Organization: M-KOPA Solar Ltd
Duty Station:  Entebbe,
Reports to: Customer Care 
About M-KOPA Ltd:
Solar, headquartered in Nairobi, Kenya, 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 150,000 homes in Kenya, Uganda and Tanzania to
solar power, and is now adding over 600 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. All
revenues are collected in real-time via mobile money systems (such as M-PESA in
Kenya) and embedded GSM sensors in each solar system allow M-KOPA to monitor
real time performance and regulate usage based upon payments.  This connected design means that M-KOPA is
processing vast amounts of data (i.e. over 10,000 mobile payments per day) via
the company’s proprietary cloud platform, M-KOPAnet. M-KOPA has been recognized
for its pioneering business mode and scale, notably winning the 2015 Zayed
Future Energy Prize, being selected as the top New Energy Pioneer at the 2014
Bloomberg New Energy Finance awards and earning the 2013 FT/IFC Excellence in
Sustainable Finance Award.
Job Summary: The Customer Care Team leader will be responsible for providing positive leadership to the
Customer Care Representatives and
managing all team activities
Key Duties and Responsibilities:  
  • Positive leadership , guidance , coaching and
    mentoring to the Customer Care Team so as to achieve individual , team and
    departmental KPIs . Also responsible for nurturing potential Customer Care
    Team Leaders
  • Keenly monitor the performance of Customer
    Care Team through regular reviews and giving real-time feedback in line
    with M-KOPA Customer care performance standards
  • Drive adherence to M- KOPA  procedures and monitor compliance to
    standard operating procedures
  • Keenly track and record team attendance and
    ensure adherence to schedule
  • Oversee the implementation of system changes
    and update all relevant trackers
  • Provide support to the New hires on the on
    boarding process
  • Work closely with the Work Force Planner,
    ensure manpower schedule is planned and distributed to the call centre
    staff appropriately as per the call volume forecast and trend
  • Closely work with the Call Centre Manager and
    other departments to resolve call centre operational issues
  • Develop and implement special
  • Real time Queue monitoring and managing floor
  • Keenly review and interpret  historical reports and provide  stakeholders with feedback for
    improvement in business operations.
Qualifications, Skills and Experience:  
  • The applicant for the role of Customer
    Care  Team Leader should at least hold
    a bachelor’s degree of any discipline from a recognized University
  • A year’s experience as a Team leader in
    Customer Care department
  • Excellent 
    leadership capability
  • Excellent influencing skills
  • Computer literacy i.e. proficiency at MS
  • Demonstrate high level of integrity, work
    ethics, and a proactive and positive attitude.
  • Good negotiation and communication skills,
    along with personal tenacity and the ability to drive things through to
    conclusion in a dynamic and challenging environment.
  • Customer focused with good customer care
  • Excellent interpersonal skills, problem
    solving and analytical skills.
  • Should be self-motivated & able to
    demonstrate a drive for results with a professional approach.
  • Proven report-writing skills  and presentation skills.
How to Apply: 
suitably qualified and interested candidates should send their applications and
up-to-date CVs to:
addressed to:
Human Resource & Administration Manager ,
Uganda Limited,
12 Eric Magala Road, Entebbe. Uganda
Deadline:  8th February

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