Copia was founded in Silicon Valley in 2013. Copia started its operations in Kenya and is now serving over two million unique customers through a network of over 35,000 agents who operate as ordering and delivery points and, in return, benefit from up to a 40% increase in income through commissions.  Building on its success in Kenya, Copia has expanded into Uganda and is now looking at additional African markets for further growth.   

Copia’s purpose is “Making Living Easier – Every Day” and it is aiming to become “The #1 E-Commerce Choice for the African Mass Market”.   In this way, it is transforming an often-neglected market into empowered global consumers.   Copia aims to be the best of Amazon or Alibaba combined with a FedEx or DHL run by experts in serving the base of the pyramid.   

Copia improves the quality of life for consumers at the base of the economic pyramid by making a wide range of trusted, affordable, reliable consumer goods accessible, from rice to hammers, mattresses to iron sheets, and soap to solar lights. 

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.

• 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.