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

As our Customer Care Representative - Calls, you will provide exceptional customer support across multiple channels including calls and tickets, resolve inquiries, and gather valuable feedback through surveys. You'll handle everything from routine support to emergency situations, ensuring a positive customer experience while contributing to company growth.

About Us

In this vital customer-facing role, you'll manage Mobility inbound and outbound calls in a timely manner while following communication scripts for different topics. You'll identify customer needs, clarify information, and provide solutions while seizing opportunities to upsell products when appropriate.

Your responsibilities extend to working on customer tickets for both escalated and created tasks, keeping comprehensive records in our call center database. You'll handle emergency issues related to road traffic accidents, evacuations, and rescues, while supporting customers through thermal incidents and issues related to driving training, logbooks, and number plates.

You'll assist customers in after-sale services through surveys and follow-ups, support the customer home electrical audit process, and follow up with third parties for customer support regarding repairs, accidents, and insurance. Your role includes meeting personal and team qualitative and quantitative targets while identifying and escalating priority issues to management, plus proposing new ideas from customer feedback to improve processes.

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 need someone with previous experience in a customer support role and strong phone and verbal communication skills along with active listening abilities. You should demonstrate customer focus and adaptability to different personality types while possessing the ability to multi-task, set priorities, and manage time effectively.

Critical skills include the ability to track your own work daily and compare to benchmarks plus the ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content. We value professionals who can maintain composure in challenging situations while delivering exceptional service consistently.

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.