Customer Care Representative - Nairobi
3 hours ago
Job description
We are looking for a Customer Care Representative – Activations to deliver exceptional onboarding support for new M-KOPA Mobility customers. This is a process-driven role where you'll guide customers through every step of their activation journey — verifying documents, capturing data, issuing insurance certificates, and ensuring everything is correctly set up before they begin using their electric motorbike.
"This role puts you at the heart of the customer experience, where precision and people skills combine. Every activation you complete represents a new customer stepping into cleaner, more affordable transportation — and you'll be the one making that moment happen."
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
• Screen and allocate new customers to ensure they meet onboarding requirements
• Verify documents, customer details, and data accuracy as shared by the sales teams
• Guide customers through the onboarding and activation process step by step
• Ensure proper use of scripts, processes, and compliance guidelines
• Update customer records promptly and accurately on relevant platforms
• Upload customer data onto telematics platforms
• Correctly capture customer details and issue insurance certificates
• Provide clear communication and education during the activation stage
• Escalate incomplete, suspicious, or non-compliant sales
• Collaborate with other teams to resolve onboarding issues
• Track onboarding progress and ensure customers are activated within set timelines
• Share feedback and suggest process improvements
This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Leader - Activations.
Expertise
• Diploma in Customer Service or a related field
• Experience in onboarding or customer service
• Strong attention to detail and accuracy in data entry
• Good written and verbal communication skills
• Ability to follow structured scripts and processes
• Problem-solving and escalation ability
• Professionalism, reliability, and a customer-first mindset
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.
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