Mobile Consumer Finance Project: Customer Relationship Management – Associate Intern

Mobile Consumer Finance Project – Jipange Kusave

Ref#110124 – Customer Relationship Management – Associate Intern

Mobile Ventures Kenya, an incubator for new and transformative mobile services, seeks an energetic, entrepreneurial team player to support customer relations in the pilot-testing of a new mobile-phone based financial services business in Kenya – Jipange Kusave.

Who we are

MVK is a small group of experienced entrepreneurs who believe that mobile phones and their associated distribution networks can enable innovative highly profitable ways of bringing financial, health, commerce and other services to the mass market in emerging economies.

We view the following factors as essential to commercial success

(i) simple customer propositions;

(ii) ultra low costs; and

(iii) clear competitive advantages.

We have worked with, and for, market leaders in the financial services, mobile phones, development finance and energy sectors. Members of our team have led the foremost mobile payments and mobile banking implementations worldwide including M-PESA.

What we do

Our firm develops and launches mobile services businesses in East Africa – on a purely for-profit basis – for future launch in global markets. We are now livetesting a new mass market financial services offering, Jipange Kusave, delivered through M-PESA.

You will be joining a dynamic and growing team, who set up in Nairobi in September 2009 and have the necessary funding and relationships in Kenya to pilot‐test the proposition for up to 24 months. Phase 1 has been live since Feb 2010 and acquired ~160 customers, Phase 2 added another ~500 customers; you would join to assist in driving forward Phase 3 to test out an even more developed product.

Please see http://www.mvkenya.com for more information.

The position

Title: Customer Relationship Management Associate Intern

Function: Execute the combined Customer Relations and transaction processing key support functions during pilot phases with a view to long-term leading business role

Task:

Assume day-to-day responsibility to support Customer Care using IT systems, including:

• proactive customer care (delivering outgoing SMS/calls to customers)
• maintaining MIS-based customer records,
• managing two-way customer transaction process,
• answering and resolving incoming customer calls,

Reporting: Report to and be actively supported by Customer Care Manager and General Manager

Location: Kilimani, Nairobi

Compensation: Competitive intern salary

What we’re looking for

Experience:

• At least 1-2 years solid experience working in a customer facing role, managing relationships with mass-market consumers
• Proficient IT systems capabilities and ability to apply analytical skills in excel
• Experience working in a call center or serving customers over the phone is a plus
• Experience launching/marketing new products is a plus

Skills:

• Ability to effectively communicate with a range of customers from across Kenyan population;
• Solid IT systems capabilities and understanding of database and account management software;
• Track record for constantly challenging established
• processes, and identifying and executing potential effectiveness improvements.
• Traits Persistence, practicality, flexibility, relationship builder

What we offer:

A rare opportunity to establish and grow the customer-care functions and shape the eventual go-to-market product for a “next-generation” mobile business that could transform the reach of financial services in the low income and unbanked majority of Kenya and beyond, backed by highly experienced directors and partners (Signal Point Partners, FSD Kenya, CGAP – World Bank)

To Apply:

Please email applications@mvkenya.com with your CV and a Cover Letter to explain your motivations and suitability for the role.

Please include the job reference in the subject line: Ref#110124 – Customer Relationship Management – Associate Intern

Applications will be accepted up to 11th February. Intern role commences mid February.

Unfortunately, due to the volume of applications, only candidates selected for an interview can be guaranteed a response.

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