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

As our Customer Care Representative - Payments and Chats, you will provide exceptional customer support through WhatsApp and other non-voice channels while managing and optimizing payment processes. You'll deliver prompt assistance, maintain accurate data updates, ensure compliance with company policies, and contribute to our positive brand image through professional digital communication.

About Us

In this multifaceted role, you will engage with customers through WhatsApp and other non-voice platforms, responding to inquiries, complaints, and requests with professionalism and efficiency. You'll update and maintain accurate customer data across multiple platforms while monitoring chats and escalating critical issues when necessary.

Your expertise will be essential in managing payment tasks on Freshdesk with 90% SLA delivery while performing reversals on payments over 24 hours in the queue. You'll upload M-PESA files for payment approvals by 4PM daily and resolve escalations directed to payments support via email. As the point of contact for Customer Care teams on payment-related issues, you'll ensure swift refund processes and monitor payment systems for proper functionality.

You'll ensure brand tone and voice consistency in all written communications while collaborating with internal teams to meet service standards. Your role includes ensuring monthly statements and reconciliations are completed and shared with Finance on time, plus suggesting improvements to enhance channel performance and response efficiency.

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 Team Leader.

Expertise

We are looking for someone with a Diploma in Customer Service or related field and previous experience in customer support or social media engagement. You must have excellent written communication with strong grammar and spelling plus proficiency in WhatsApp Business and related tools.

Essential skills include fast typing abilities and capacity to handle multiple chats simultaneously, coupled with strong attention to detail and accuracy in data entry. Your ability to resolve complaints with professionalism and empathy will be crucial, along with flexibility and adaptability to new tools, processes, and evolving customer needs.

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.