Customer Experience Director

4 days ago


Johannesburg, Gauteng, South Africa M-KOPA Full time

Company Overview

M-KOPA is a pioneering force in digital and financial inclusion across Africa. We are committed to empowering our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training.

We prioritize well-being, family-friendly policies, and flexibility, fostering an environment where individuals can thrive and grow with us.

Job Description

We seek an experienced Customer Care Manager to join our customer care team as we scale up and drive growth across our markets. The successful candidate will provide strategic leadership and oversight for M-KOPA's customer care operations, managing multiple customer-facing teams across voice and digital channels.

The ideal candidate will implement customer strategies, drive process improvements, manage team performance, and ensure efficient call center operations aligned with company objectives.

Required Skills and Qualifications

We are looking for someone with experience in implementing effective customer strategies, driving continuous process improvements, and managing team performance. Additionally, the ideal candidate should excel in problem-solving, maintaining cost efficiency, and managing relationships with BPO partners.

Benefits

At M-KOPA, we offer a dynamic work environment that empowers our employees to make impactful decisions, handle critical customer escalations, and collaborate closely with BPO partners.

We value diversity and inclusion, with a strong commitment to equal opportunities and affirmative action. Women, minorities, and people with disabilities are encouraged to apply.



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