Customer Care Representative – Calls

M-KOPA is hiring a Customer Care Representative – Calls to join its growing Mobility team in Nairobi. This frontline role supports inbound and outbound call channels, ensuring exceptional service delivery while strengthening customer trust and loyalty.

Key Job Information

Position: Customer Care Representative – Calls
Location: Nairobi, Kenya
Employment Type: Full-time, On-site
Experience Level: Mid-level
Salary Range: Competitive
Application Deadline: Rolling basis

About M-KOPA

M-KOPA is a leading fintech and mobility innovator advancing digital and financial inclusion across Africa. Serving over six million customers, the organization provides pay-as-you-go asset financing solutions that empower everyday earners. Through its Mobility division, M-KOPA is accelerating access to electric motorbikes, enabling riders to transition toward cleaner, more affordable transportation.

Recognized multiple times by international business rankings as one of Africa’s fastest-growing companies, M-KOPA continues to unlock billions in cumulative credit for underserved communities. Professionals exploring job opportunities at M-KOPA or long-term careers in inclusive finance will find a mission-driven culture focused on measurable social impact.

The company promotes flexible growth pathways, structured learning programs, and a collaborative work environment. Candidates searching for the latest jobs in fintech or fresh positions in mobility innovation this week will discover meaningful M-KOPA employment opportunities designed for ambitious, customer-focused individuals.

Customer Care Representative – Calls Job Description

This Customer Care Representative – Calls hiring initiative targets professionals who thrive in high-responsibility support roles. The position operates at the heart of Mobility operations, managing routine inquiries, emergency escalations, insurance follow-ups, after-sale assistance, and road traffic incident coordination.

Reporting to the Team Lead and based in Nairobi, the representative acts as the voice of M-KOPA. The role requires composure under pressure, solution-oriented thinking, and the ability to handle emotionally sensitive situations while delivering clear, actionable guidance. Those seeking customer service jobs in Nairobi today or call center vacancies in Kenya this week will find this opportunity uniquely dynamic.

Key Responsibilities

• Manage inbound and outbound Mobility calls efficiently and professionally.
• Follow structured communication scripts while personalizing customer interactions.
• Identify customer needs, clarify concerns, and deliver effective solutions or alternatives.
• Upsell relevant products and services when appropriate.
• Resolve new and escalated customer tickets within agreed timelines.
• Maintain accurate call records in the internal database.
• Escalate priority issues to management promptly.
• Support after-sale services through surveys and follow-up engagement.
• Assist with customer home electrical audits and documentation processes.
• Coordinate with third parties regarding repairs, insurance cases, and accidents.
• Handle emergency incidents, including road traffic accidents, evacuations, rescues, and thermal events.
• Support driving training documentation, logbooks, and number plate matters.
• Collect and escalate incident documentation appropriately.
• Provide feedback-driven improvement ideas to enhance Mobility operations.

Required Qualifications

• Previous experience in a customer support or call center environment.
• Strong verbal communication skills with active listening ability.
• Customer-focused mindset adaptable to diverse personalities.
• Proven ability to multitask, prioritize, and manage time effectively.
• Capacity to track daily performance against defined benchmarks.
• Emotional resilience and calmness when handling high-pressure or emergency situations.

Preferred Qualifications

• Experience managing emergency response or insurance-related cases.
• Familiarity with CRM systems and structured ticketing platforms.
• Background in mobility, fintech, or electric vehicle sectors.
• Interest in long-term careers at M-KOPA within customer operations or mobility leadership.

Benefits and Compensation

M-KOPA employment offers competitive compensation, structured training programs, mentorship partnerships, and professional development initiatives. Employees benefit from family-friendly policies, well-being programs, and a culture that values diversity and inclusion.

The organization is an equal opportunity employer committed to fair recruitment practices. M-KOPA strictly prohibits forced or child labor and never charges recruitment fees. Shortlisted candidates undergo background checks including identity, academic, and employment verification. Individuals seeking stable careers in fintech and mobility will appreciate the structured progression pathways available within these fresh positions.

How to Apply for Customer Care Representative – Calls Job Opportunity at M-KOPA

Professionals seeking job opportunities in customer service or exploring the latest jobs at M-KOPA are encouraged to apply today. This week, applications are being reviewed on a rolling basis for this Customer Care Representative – Calls vacancy in Nairobi.

Applicants should submit an updated CV highlighting relevant customer support experience, crisis management capability, and communication skills aligned with the responsibilities above. Those pursuing customer service careers in Kenya should take advantage of this opportunity promptly, as the vacancy may close once a suitable candidate is selected. Only shortlisted applicants will be contacted for interviews.

Join M-KOPA’s Mobility team and contribute to transforming transportation access across Africa while building a rewarding professional journey.