Job Vacancies at M-KOPA Nigeria

Job Summary

• We are is looking to hire a Customer Care Team Lead to lead a team of Customer Care Representatives, monitor and manage individual performance while motivating the team to ensure that the set team targets are met.

Responsibilities

• Manage the overall teams' daily activities to ensure smooth operations.  
• Provide support to the team on escalated customer queries, problems, or complaints to ensure complete resolution. 
• Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions.  
• Conduct team meetings to receive, give feedback and disseminate important information.  
• Analyze and report on customers, products, and the overall operational challenges. 
• Liaise with HR business partners on any people-related topics, including disciplinary issues. 
• Manage a team of Customer Care Coordinators, organize team schedules, provide support, and ensure that the team is adequately staffed during peak times.  
• Manage the knowledge repository used for providing answers and solutions for employees, maintaining accurate and up-to-date information.  
• Monitor the service level agreements and key performance indicators for the Customer Care Team. 
• Oversee the use and implementation of service management technology. 
• Review and resolve escalations that are unable to be resolved by a Customer Care officer. 
• Conduct periodic reviews of Administrative Service Center team members.  
• Provide transaction progress updates.  
• Support process improvement by identifying opportunities to enhance internal processes. 
• Gather and review data related to customer contact and interactions, and prepare reports based on data. 

Qualification and Experience

• Bachelor's Degree or Diploma in a Business field or equivalent.
• 2 years experience in a Team Leadership role or equivalent. 

Requirements:

• Proficient in MS Office Suites
• Great leadership and interpersonal skills
• Good decision making and problem-solving skills.   
• Great analytical skills
• Ability to work in a fast-paced environment
• Customer Intelligence/Customer Analytics.

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Job Summary

• We are is looking to hire a driver to transport staff, guests and products in a comfortable, safe and timely manner within Oyo territory.

Responsibilities

• Providing accurate records of the company vehicle’s movement. 
• Listen to traffic and weather reports to stay up to date on road conditions.
• Safe transporting of company staff, guests, and products to and from a specified location in a timely manner in compliance with the law. 
• Keeping the company vehicle clean and properly maintained by performing regular washing, cleaning, and vehicle maintenance. 
• Providing accurate time records of the company vehicle’s movement. 
• Reporting any accidents, injuries, damage, or tickets issued against the company vehicle. 
• Assisting with the loading and offloading of staff luggage, products, and materials. 
• Assisting with escalating and reviewing mechanical breakdowns from a vendor with a view of providing a second opinion in the resolution of reported cases. 

Qualifications and Experience

• Diploma / Higher Diploma holder in Mechanical/Automotive Engineering added advantage. 
• Valid driver’s license with a clean driving record and sound knowledge of road safety regulations. 
• 3 years experience in a fast-paced organization. 

Requirements:

• Working knowledge of local roads and routes with the ability to utilize maps, GPS systems, and car manuals. 
• Effective communication skills.  
• Punctual and reliable. 
• Willingness to travel. 
• Knowledge of general safety principles .