Jobs at M-KOPA

Responsibilities;

• Actively dialing through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments. 
• Offer solutions for customer concerns and issues raised to achieve the first-call resolution
• Negotiate with the customer on ways to get back on track with their payments.  
• Update and maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications. 
•  Contacting customers who’ve expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.  
• Educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.  
• Initiate the downgrade/cancellation process on M-KOPAnet to ensure that the canceled and refund process is completed. 
• Dialing through customers whose accounts are suspended and liaising with different departments to ensure the issues are resolved for customers to resume loan repayment.
• Reporting and analysis - send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Minimum of 2 years experience in a similar role.
• B.Sc degree in business management, administration, accounting, and related fields.
• Excellent attention to detail and innovative thinking skills
• Fluency in Hausa Language.
• Ability to take initiatives
• Call center industry experience. 
• Excellent communication skills. 
• Excellent persuasion and convincing skills, result-oriented and self-driven.  
• Exceptional work ethic and integrity. 

go to method of application »

To achieve this, you’ll be expected to:

• Conduct research, analysis, and presentations to support M-KOPA’s long-term strategy
• Drive M-KOPA’s quarterly business planning and prioritization process
• Manage high-priority cross-functional strategic projects to achieve our overall business objectives
• Lead the company’s ‘Voice of the Customer program
• Develop departmental performance dashboards, coordinating with product and data teams to define and measure KPIs
• Act as a bridge between product and operating teams to ensure excellent training and adoption of software, systems, and tools
• Support M-KOPA’s strategic growth areas, including market and economic analysis, partner landscaping, competitor benchmarking, business model development, and supporting pilots and product introductions.
• Identify and scope opportunities to improve operations, process, efficiency, and performance

You Might Be A Good Fit If You…

• Are passionate about making fair and flexible financing accessible to everyone
• Have 5+ years of work experience in strategy, business operations, management consulting, product management, research, or comparable roles 
• Are strong analytically, have significant experience with Excel modeling and making data-driven decisions
• Love solving open-ended business problems, from identifying the problem that needs to be solved to developing actionable recommendations and driving implementation 
• Are excited to be a champion for our customers in everything you do 
• Are a collaborator and have a low ego 
• Love fast-moving environments with a sense of urgency to get the job done 
• Have emerging markets experience (particularly in East or West Africa) 
• Have a bachelor’s degree or equivalent experience