Description
To receive and handle all customer inquiries presented via phone and provide the necessary support required concerning M-KOPA customer account or product(s) to achieve overall positive customer satisfaction through first-call resolution.
Key Requirements
Receive and handle all telephonic customer inquiries.
Ensure all customer-related issues or queries are addressed or escalated to the next level of support if unable to resolve them.
Document all customer interactions on the provided systems.
Ensure that customers are educated on the relevant M-KOPA products and processes.
Assist with any other customer care roles as assigned by a Customer Care Team Leader or Manager
Incumbent Requirements
6 months and above experience in a front-line service or customer service capacity.
Demonstrates a passion for handling customers and resolving difficult customer issues.
Demonstrates competency in the use of Microsoft Office suite.
Portrays a pleasant, friendly, and patient attitude.
Excellent communication skills (both verbal and written) and listening skills.
Strong work ethic with the flexibility to work on different shifts.
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