We are looking for a Customer Care Representative - Activations to join our Customer Care Department; as we scale up and drive digital and financial inclusion across our markets.

As our Customer Care Representative - Activations, you will provide exceptional customer onboarding support across multiple channels including tickets, calls, and chats. You will guide new customers through their onboarding journey, ensuring all required documents and information are correctly captured, verified, and activated in our systems while delivering a smooth customer experience that enables them to successfully begin using our products and services.

About Us

In this pivotal role, you will be at the forefront of our customer experience, screening and allocating new customers to ensure they meet our onboarding requirements while verifying documents and customer details shared by our sales teams. You will guide customers step-by-step through the activation process, ensuring proper compliance with our scripts, processes, and guidelines. Your attention to detail will be crucial as you update customer records accurately on relevant platforms and upload customer data to telematics systems.

You willl play a key role in capturing customer details and issuing insurance certificates while providing clear communication and education during the activation stage. When challenges arise, you'll escalate incomplete, suspicious, or non-compliant sales and collaborate effectively with other teams to resolve onboarding issues. Your contribution to tracking onboarding progress ensures customers are activated within set timelines, and your feedback helps us continuously optimize our onboarding processes to better serve our customers.

This is an on-site role, you would be working from our offices in Nairobi, partnering with a diverse group of employees. You will be reporting to the Customer Care Team Leader.

Expertise

We are looking for someone with a Diploma in Customer Service or related field and proven experience in onboarding and customer service. You should have strong attention to detail and accuracy in data entry, coupled with excellent written and verbal communication skills.

Your ability to follow structured scripts and processes while maintaining a problem-solving mindset and escalation abilities will be essential. We value candidates who demonstrate professionalism, reliability, and a customer-first mindset - someone who thrives in a structured environment while being adaptable enough to collaborate across teams and contribute to process improvements that enhance our customer experience.

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 four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) 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.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.