Customer Care Representative - Nairobi

We are looking for a Customer Care Representative – Calls to provide exceptional support across inbound and outbound call channels for M-KOPA Mobility customers. This is a dynamic, frontline role where you'll be the voice of M-KOPA — resolving inquiries, responding to emergencies ...

Job description

We are looking for a Customer Care Representative – Calls to provide exceptional support across inbound and outbound call channels for M-KOPA Mobility customers. This is a dynamic, frontline role where you'll be the voice of M-KOPA — resolving inquiries, responding to emergencies, gathering feedback, and ensuring every customer interaction contributes to a positive experience.

"This is not your average call center role. You'll be handling everything from routine inquiries to road traffic emergency escalations, insurance follow-ups, and after-sale support — all while maintaining composure and delivering real solutions. It's a role for someone who thrives under pressure and genuinely cares about getting things right for the customer."

About Us

At M-KOPA, we're focused on digital and financial inclusion across Africa, serving over 3 million "everyday earners" through pay-as-you-go asset financing. Our Mobility division is expanding access to electric motorbikes, helping riders transition to cleaner, more cost-effective transportation solutions.

What You'll Do

• 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

This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead.

Expertise

• Previous experience in a customer support role

• Strong phone and verbal communication skills with active listening

• Customer focus and adaptability to different personality types

• Ability to multi-task, set priorities, and manage time effectively

• Ability to track your own work daily and compare against benchmarks

• Ability to manage emotional responses and remain calm under pressure when dealing with difficult content

If the above is of interest to you, please apply.

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-

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 6 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.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.