Copia gives all consumers access to high- quality goods and services, regardless of their income level, access to technology or location.  By harnessing mobile technologies, a network of last-mile Agents and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate.

Customers place orders online or offline – using www.copia.co.ke, USSD or our network of over 25,000+ digitally connected last-mile Agents located across 16 counties.   Our internally managed, technology-enabled warehousing and logistics operation delivers the order to the Agent in 2-4 days.  

Working with Copia will give you an opportunity to:

• Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations
• Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.     
• THRIVE in a fun and entrepreneurial culture that values input and action from all.

We are looking for customer care professionals with strong interpersonal and communications skills who are passionate about Customer Experience and its growing future in the organization. This position reports to the Customer care Inbound/Outbound supervisor

In this role, you will undertake the following tasks:

• Handle all incoming or outgoing customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, web chat and emails.
• Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.
• Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions.
• Escalate tickets within the organization through Freshdesk if they cannot be solved immediately.
• Make calls to potential customers to locate a Copia Agent nearest to them.
• Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution.
• Any other duties as may be given by your Supervisor or Manager.

About You

• You have a bachelor's degree from an accredited college or university. 
• You have previous experience as a customer care associate/agent, marketing associate or related position will be an added advantage. 
• You have good data entry and typing skills.
• You have the ability to clearly communicate in English and Kiswahili.  
• You have previously worked in a fast-paced environment and in shifts including evening and weekend.
• You have superior computer skills, including strong knowledge of Excel, Word and PowerPoint. 
• You display exceptional interpersonal and active-listening skills as well as the ability to prioritize issues and respond accordingly.
• You are commitment to excellent customer experience.

You are also:

• Customer-centric – You put the customer first in everything you do. You are obsessed with fostering a positive customer experience.
• Prompt and decisive - You have a sense of urgency. You act promptly and with intention to make things happen efficiently and effectively. You do what needs to be done immediately, without being asked and in the most thorough way possible to achieve results.
• A team player – You proactively contribute to the team with the aim of adding value. You make positive contributions to team discussions that help the team move forward in achieving their goal
• Result oriented - You deliver results boldly. You recognize what results are important and you take the necessary steps to achieve them.
• Positive and fun – You learn from everything you do. You also give and take constructive feedback.