Customer Care Representative - Calls at M-KOPA Solar

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