JOB DETAILS:

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

As a Customer Care Representative, you will be the voice of hope and support for customers who need help navigating their M-KOPA journey. Working at the frontline of customer service, you'll turn every call into an opportunity to help, resolve challenges with care and patience, and ensure that every customer feels heard, valued, and empowered to achieve their goals.

At M-KOPA, customer care isn't just about answering phones—it's about being the bridge between challenges and solutions. You will provide the support that keeps dreams alive, helping customers understand their products, resolve their concerns, and continue their journey toward financial independence and better lives.

You'll receive and handle all customer inquiries via phone, ensuring every customer gets the support they need for their M-KOPA account or products. You'll address customer issues and queries or escalate them when needed, document all interactions on our systems, and educate customers about relevant M-KOPA products and processes.

Your role involves achieving positive customer satisfaction through first call resolution, working to solve problems quickly and effectively so customers can get back to using their products to improve their lives. You'll also assist with other customer care duties as assigned by your team leader or manager.

If you enjoy helping people solve problems, have patience for difficult situations, and want to be the person customers can count on when they need support, this could be perfect for you.

This role reports to the Customer Care Team Leader.