Customer Retention Shop Executive

The Customer Retention Shop Executive plays a vital role in our tele-sales team, focusing on nurturing relationships with existing clients to enhance satisfaction and loyalty, and serving M-KOPA customers. This position is crucial for driving retention sales numbers that contribute directly to the company’s growth and success.

In this role, you’ll be expected to;

Ensure that the shop operations run smoothly during official hours. You will be expected to Upgrade, Screen, and allocate Retention Customers while providing a good customer experience to internal and external customers.

Key Responsibilities;

Customer Support

• Responsible for updating all customer interactions of Freshdesk.
• Processing the sales within the SLA.
• Handle all customers complaints.
• Support on all the issues touching on customer retention products.
• Do proper KYC before completing and selling.

Stock Management

• Ensure stock availability by placing orders of phones with less stock at the shop.
• Ensure the stock is well arranged at the shop.
• Manage the quantity of stock in the channel.

Training

• Attend all training schedules sessions
• Complete all monthly quizzes.

Look and Feel

• Assist in daily cleaning of the surfaces, cabinets, and customer support desk.
• Follow the company’s dress code.

Requirements- Experience, Education, Competencies;

• At least 1 year experience in Telesales, Sales support, preferably in a phone selling company.
• Computer literate
• Proficiency in Excel
• Knowledge of CRM will be an added advantage.
• College Diploma or degree in any field.
• Strong analytical and excellent communication skills
• Excellent problem-solving skills
• Able to collaborate with other teams.
• Excellent sales upselling- skills.

You Might Be a Good Fit If;

• Be convincing and experienced in persuasion.
• Be passionate and good in sales.
• You have excellent sales and negotiation skills.
• Good time management.
• Ability to self-manage and take initiative without being micromanaged.
• Good knowledge and experience of M-KOPA business products and processes.
• Be result-oriented and self-driven.
• Have good ethics and integrity.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa’s fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we’ve served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.