Customer Care Representative – Collections (Kampala) Jobs – M-KOPA Solar
Job Title: Customer Care Representative – Collections (Kampala)
Organisation: M-KOPA Solar
Duty Station: Kampala, Uganda
Reports to: Collection Team Leader
About US:
M-KOPA Solar 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 500,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 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.
Key Duties and Responsibilities:
- Make collection reminders to customers who are behind schedule on their payments
- Customer Education: Participate in the customer education onboarding as assigned by the supervisor
- Maintain awareness of client portfolio – confirm issue with the client enabling insights for delayed payment to prevent future default and protect client from potential repossessions.
- Participate in collection campaigns that drive improvement overall collections and Net blocked rate.
- Highlight issues affecting customers’ paying in to management and other key stakeholders.
- Handling Customer queries over the phone or email
- Educate current and potential customer’s issues and follow up till resolution.
- Make and receive calls as assigned by Head of Customer Operations or Designated Supervisor
- Correctly update the Call Log for every customer interaction
- Actively participate in team meetings.
Qualifications, Skills and Experience:
- The ideal candidates for the Customer Care Representative – Collections (Kampala) job placement must hold a Bachelor’s degree in Microfinance, Business Administration, accounting or related field of studies from recognized university.
- One year of experience in debt collection or related field.
- Excellent communication skills and people management skills.
- Listening and interpersonal skills are key to this position.
- Keen attention to detail and the ability to work as part of a team is required.
- Confident, driven and a self-starter.
- Highly motivated and passionate about work.
- Customer – centric
- Fluent in at least English & Luganda / or a major language found within any of the Sales Regions
- Able to work well under pressure and under minimum supervision
- A fast learner who can work with set targets
- Excellent Negotiator.
- Problem solving skills and ability to work well in a team.
- An excellent communicator.
- Knowledge of Microsoft applications to include Excel, Word and internet operations.
How to Apply:
Only candidates who meet the minimum criteria as outlined as above are invited to send a comprehensive Cv and copies of certificates in one Pdf document to careersug@m-kopa.com Please kindly mark your application as “Application _ “Customer care Representative-Collections”_ in the subject line of your email.
The interested candidates should submit their applications addressed to;
The Head of Human Resource & Administration,
M-KOPA Uganda Limited,
Deadline: Sunday 1st September 2019 by 5:00pm
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