Customer Care Executive - Kasoa

About the role

M-KOPA is looking for a Customer Care Executive to join its Customer Care department as it scales up and drives digital and financial inclusion across its markets. The role is based in Kasoa, Ghana, and is a hybrid position reporting to the Retail Operations Officer.

Key responsibilities

• Receive and manage all customer inquiries by phone and give prompt, satisfactory responses.
• Provide comprehensive support on M-KOPA customer accounts or products, aiming for first-call resolution and positive customer satisfaction.
• Address customer issues and queries, escalating matters to the next level of support when needed.
• Document every customer interaction accurately in the provided systems.
• Educate customers on relevant M-KOPA products and processes so they can use them effectively.
• Provide additional support as directed by the Retail Operations Officer.

Required profile

• At least three months of experience in a similar role.
• A passion for resolving difficult customer issues.

Required skills

• Competency in using Microsoft Office.

What we offer

• Diverse development programs, coaching partnerships and on-the-job training.
• Family-friendly policies and a focus on employee well-being.
• Flexibility.