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About the Organisation
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech 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.
8 Customer Care Analyst job at M-KOPA | Apply Now
Uganda
M-KOPA, established in 2010, is a London-based fintech company operating in Kenya, Uganda, Nigeria, Ghana, and South Africa. Its mission is to provide affordable access to essential products and services through innovative financing models, combining digital micropayments with GSM connectivity. M-KOPA has earned recognition for its impact, including being listed in the Financial Times' "Africa's Fastest Growing Companies" rankings in 2022, 2023, and 2024, and being named in the TIME100 Most Influential Companies list in 2023 and 2024.
The company fosters a dynamic work culture that emphasizes innovation and employee growth, offering opportunities across various departments. As of 2024, M-KOPA has extended over $1.5 billion in credit to more than 5 million customers and employs over 3,000 staff members, with 30,000 sales agents across its markets. Its business model focuses on accessible financing for smartphones and digital services, utilizing daily repayment plans that align with customers' income patterns. M-KOPA's core values include customer-centricity, innovation, and financial inclusion.
The company actively engages in corporate social responsibility initiatives aimed at empowering underserved communities. For more information, visit their official website at www.m-kopa.com.
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Customer Care Analyst job at M-KOPA
Full Time
Deadline:
15 Feb 2025
Job Title
8 Customer Care Analyst job at M-KOPA
M-KOPA
Job Description
Job Title: Customer Care Analyst (8 Fresher Jobs)
Organisation: M-KOPA
Duty Station: Kampala, Arua, Mubende, Kyenjojo, Fort Portal, Nebbi, Masindi, Kabalagala, Uganda
We are seeking a Customer Care Analyst to join our Fraud Operations Team, where you’ll support the identification and resolution of fraud-related issues while providing top-notch assistance to our customers.
This role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You’ll collaborate with cross-functional teams to ensure our customers receive the best support while helping to safeguard the integrity of our operations.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
Deadline: 15th February 2025
Find application details and links on the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
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How to Apply
In this role, your responsibilities would include:
Fraud-Related Customer Support
Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.
Fraud Monitoring and Investigation
Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.
Team Collaboration and Accountability
Partner with sales and operational teams to implement fraud prevention policies.
Provide feedback and support for disciplinary actions in cases of policy violations.
Contribute to team discussions on improving fraud prevention processes and customer care strategies.
Reporting and Documentation
Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
Assist in preparing reports on fraud trends and resolutions for internal stakeholders.
This is an fully remote role and you will be working alongside a diverse group of team members based in locations such as the UK, Europe, and Africa.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
To be successful in this role, we would expect that you have experience/evidence of the following:
Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
A keen eye for detail and the ability to identify patterns or risks in customer interactions.
Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
A minimum of two years’ experience in a professional role, preferably in customer service.
