M-KOPA

Data Analyst

• Building and maintaining dashboards in Looker that track customer behaviour across five African markets
• Running segmentation, cohort, and A/B analyses in Python or R
• Designing, deploying, and managing surveys end-to-end using Survey To Go, including fieldwork coordination and data cleaning pipelines
• Coding and tagging qualitative data using approved thematic frameworks
• Translating findings into exec-level outputs like charts and dashboards

Customer Insights Data Analyst

Customer Support

• Manage Mobility inbound and outbound calls in a timely manner
• Follow communication scripts when handling different customer topics
• Identify customer needs, clarify information, and provide solutions or alternatives
• Seize opportunities to upsell products when they arise
• Work on customer tickets, resolving both escalated and newly created tasks
• Keep accurate records of all conversations in the call center database
• Identify and escalate priority issues and concerns to management
• Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
• Assist in the customer home electrical audit process and management
• Follow up with third parties for repairs, accidents, and insurance resolution
• Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
• Support in thermal incidences and escalate to management
• Support issues related to driving training, logbooks, and number plates
• Receive and escalate customer documentation related to incidents and accidents
• Propose new ideas from customer feedback to help the Mobility team improve processes

Customer Insights Data Analyst

Customer Care Representative