Customer Care Training Officer

3 days ago


Nairobi, Nairobi Area, Kenya M-KOPA Full time

ABOUT THE COMPANY

At M-KOPA, our aim is to increase access to life-improving technologies at a huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.

M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact – and it is the focus of this Strategy Manager role.

M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognized for our pioneering business model and scale.

JOB SUMMARY

Are you prepared to embark on an extraordinary journey with M-KOPA?As a Customer Care Trainer, your main objective will be to facilitate training presentations and monitor Customer Care Representatives' performance to identify and close skill gaps. This role supports both in-house and BPO agents, providing coaching and engagement, and assessing agents via monthly evaluations

RESPONSIBILITIES

You will conduct training sessions according to a predefined calendar on M-KOPA's products, processes, systems, customer handling skills, and soft skills. Additionally, you will assist in developing training guides and materials tailored to these key areas and help create customer-facing content like IVR scripts, SMS, videos, infographics, flyers, and call scripts.Working with the BPO training team, you will coordinate training for new joiners and ongoing refreshers. You will act as a liaison between customer care and other departments, communicating feedback and training needs to relevant stakeholders. Your duties also include developing and administering knowledge quizzes and tracking results for assigned teams.You will analyze training needs based on feedback from Quality, Team Leaders, call listening sessions, and mystery shopping, scheduling training sessions as needed. Additionally, you will prepare and present reports on training progress, trends, and impact, ensuring our programs are effective and our Customer Care department maintains high standards.While a bachelor's degree in any field is acceptable, you will need at least two years of professional experience as a trainer. Computer literacy, especially with Excel and PowerPoint, is necessary for this role. Creativity is a big plus, as we are on the lookout for innovative solutions and fresh ideas.

REQUIRED SKILLS

Written communication, Customer service, Training delivery, Team leadership, Communication, Interpersonal communication

REQUIRED EDUCATION

Bachelor's degree



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