Customer Care Representative – Payments & Chats

M-KOPA is hiring a Customer Care Representative – Payments & Chats to join its Mobility Operations team in Nairobi. This full-time, on-site role is ideal for professionals seeking job opportunities at M-KOPA within customer service and digital operations. The position combines real-time WhatsApp engagement with structured payment processing responsibilities.

Key Job Information

• Position: Customer Care Representative – Payments & Chats
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Location Type: On-site
• Experience Level: Entry-level to Mid-level
• Department: Mobility – Customer Care
• Application Deadline: Rolling basis

About M-KOPA

M-KOPA is a leading fintech company advancing digital and financial inclusion across Africa. Through pay-as-you-go asset financing, the organization serves millions of everyday earners, enabling access to smartphones, productive assets, and clean mobility solutions. The Mobility division is accelerating adoption of electric motorbikes, helping riders transition to cost-effective and environmentally friendly transportation.

Careers at M-KOPA offer exposure to innovative financial technology, customer-focused operations, and high-growth markets. Recognized multiple times by the Financial Times as one of Africa’s fastest-growing companies and featured on the TIME100 list of influential companies, M-KOPA continues expanding its impact. Professionals exploring the latest jobs or fresh positions in Nairobi’s fintech and mobility sectors will find meaningful growth paths here.

M-KOPA employment is grounded in ethical practices, diversity, and inclusion. The company promotes equal opportunity and prohibits forced or child labour. Team members benefit from structured development programs, coaching partnerships, and flexible policies designed to support long-term career success.

Customer Care Representative – Payments & Chats Job Description

This Customer Care Representative vacancy in Nairobi supports both digital engagement and payment operations for Mobility customers. The role requires responsiveness across WhatsApp and other non-voice channels, alongside disciplined execution of daily payment processing tasks.

The successful candidate will balance customer satisfaction with operational accuracy. For individuals searching for customer service jobs in Nairobi today, this opportunity offers hands-on experience in chat-based support systems, payment reconciliation, and fintech operations within a fast-scaling organization.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via WhatsApp Business and other digital platforms.
• Maintain accurate and up-to-date customer records across internal systems.
• Monitor chat queues and escalate urgent or complex issues appropriately.
• Ensure brand tone, grammar, and communication standards are consistently upheld.
• Collaborate with internal teams to resolve service issues and meet defined SLAs.
• Process payment-related tasks within Freshdesk while achieving at least 90% SLA compliance.
• Perform reversals for payments pending over 24 hours in the queue.
• Upload daily M-PESA files for approval by 4PM and track processing status.
• Handle payment-related email escalations and ensure swift resolution.
• Oversee refund processes in line with Mobility business standards.
• Monitor payment systems and escalate discrepancies or system issues.
• Serve as the primary contact for the Customer Care team on payment matters.
• Prepare and share monthly statements and reconciliations with Finance on time.
• Update and manage the Mobility payments file with precision and accountability.

Required Qualifications

• Diploma in Customer Service, Business, or a related field.
• Previous experience in customer support, social media engagement, or digital service channels.
• Excellent written communication skills with strong grammar and spelling accuracy.
• Proficiency in WhatsApp Business and related digital communication tools.
• Fast typing speed and ability to manage multiple chats simultaneously.
• High attention to detail in data entry and reconciliation tasks.
• Ability to resolve complaints professionally with empathy and composure.
• Adaptability to evolving systems, tools, and operational processes.

Preferred Qualifications

• Experience handling payment reconciliation or financial operations tasks.
• Familiarity with M-PESA processes and digital payment systems.
• Knowledge of Freshdesk or similar ticketing platforms.
• Understanding of service level agreements and performance metrics.

Benefits and Compensation

M-KOPA careers provide competitive compensation aligned with market standards and role responsibilities. Employees benefit from professional development programs, on-the-job learning, and structured coaching support.

The organization promotes employee well-being through family-friendly policies and an inclusive work culture. Professionals seeking fresh positions this week in fintech customer operations will gain valuable cross-functional exposure while contributing to financial inclusion across Africa.

How to Apply for Customer Care Representative – Payments & Chats Job Opportunity at M-KOPA

Interested candidates exploring job opportunities at M-KOPA are encouraged to apply for this position today. This week, applications are being reviewed on a rolling basis for this exciting customer care opportunity in Nairobi.

To apply for this Customer Care Representative job at M-KOPA, applicants should submit an updated CV highlighting relevant customer service experience, digital engagement skills, and payment operations exposure.

Professionals searching for customer service vacancies in Nairobi should act promptly, as the company reserves the right to close the role once a suitable candidate is identified. Only shortlisted candidates will be contacted, and successful applicants will undergo standard pre-employment background checks in line with company policy.