Customer Care Training Officer at M-KOPA Solar

Are you prepared to embark on an extraordinary journey with M-KOPA?

• As a Customer Care Trainer, your main objective will be to facilitate training presentations and monitor Customer Care Representatives' performance to identify and close skill gaps. This role supports both in-house and BPO agents, providing coaching and engagement, and assessing agents via monthly evaluations
• You will conduct training sessions according to a predefined calendar on M-KOPA’s products, processes, systems, customer handling skills, and soft skills. Additionally, you will assist in developing training guides and materials tailored to these key areas and help create customer-facing content like IVR scripts, SMS, videos, infographics, flyers, and call scripts.
• Working with the BPO training team, you will coordinate training for new joiners and ongoing refreshers. You will act as a liaison between customer care and other departments, communicating feedback and training needs to relevant stakeholders. Your duties also include developing and administering knowledge quizzes and tracking results for assigned teams.
• You will analyze training needs based on feedback from Quality, Team Leaders, call listening sessions, and mystery shopping, scheduling training sessions as needed. Additionally, you will prepare and present reports on training progress, trends, and impact, ensuring our programs are effective and our Customer Care department maintains high standards.
• While a bachelor's degree in any field is acceptable, you will need at least two years of professional experience as a trainer. Computer literacy, especially with Excel and PowerPoint, is necessary for this role. Creativity is a big plus, as we are on the lookout for innovative solutions and fresh ideas.