We are looking for a Customer Care Representative to join our Mobility Team as we scale up and drive digital and financial inclusion across our markets.

In this role, you will be the first line of support for our customers, providing exceptional service across calls, chats, and tickets, while also supporting onboarding, after-sales, and emergency response activities. You will play a vital role in maintaining customer satisfaction, ensuring that issues are resolved efficiently, and processes are followed accurately. Your contributions will directly support our customer growth, retention, and the delivery of high-quality service.

About Us

At M-KOPA, our mission is to improve lives by making life-enhancing products and services accessible through innovative technology and financing models. As a Customer Care Representative, you will be managing inbound and outbound communication, assisting in sales onboarding, reviewing customer documentation, and ensuring all customers are issued with insurance and added to the telemetry platform correctly. You will also handle escalations related to accidents, emergency road incidents, driving school, logbook support, and insurance claims, escalating to management as required.

This is an on-site role based in Nairobi, where you will be working closely with the Team Leader and collaborating with the sales, field, and customer operations teams to resolve issues and deliver excellent service throughout the customer lifecycle.

Expertise

To succeed in this role, you should have previous experience in a customer support or call center environment, with a strong grasp of verbal communication, active listening, and the ability to maintain professionalism even when dealing with sensitive or emotionally charged situations. You will need to demonstrate customer empathy, the ability to multi-task and manage time effectively, and a strong sense of accountability for meeting both individual and team performance benchmarks. Adaptability and the capacity to engage with diverse customer personalities are essential.

You will also be expected to track your own work, compare it against benchmarks, and share ideas for continuous improvement drawn from customer feedback. If you are passionate about customer service and excited to work in a fast-paced, impact-driven environment, this could be the role for you.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.