Customer Care Representative at M-KOPA Nigeria

M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Customer Care Representative

Location: Lagos
Employment Type: Full-time

About the role

• 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 Responsibilities
In this role, you will be expected to:
Handle Customer Care tasks including:

• Customer Inquiries: Receive and handle all customer inquiries via phone.
• Issue Resolution: Address all customer issues or queries, escalating to the next level of support when necessary.
• Documentation: Document all customer interactions in the provided systems.
• Customer Education: Educate customers on relevant M-KOPA products and processes.
• Additional Support: Assist with other customer care tasks as assigned by the Customer Care Team Leader or Manager.

Experience / Skills & Competencies / Licences & Certifications / Education Required

• Experience: You have at least 6 months experience in a front-line service or customer service role.
• Customer Focus: You are passionate about assisting customers and resolving challenging issues.
• Technical Skills: You are proficient in using the Microsoft Office suite.
• Interpersonal Skills: You maintain a pleasant, friendly, and patient demeanor.
• Communication Skills: You possess excellent verbal and written communication skills and strong listening abilities.
• Work Ethic: You demonstrate a strong work ethic and have the flexibility to work various shifts.

Application Closing Date
Not Specified.