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.

We need someone with 6 months or more experience in front-line customer service who demonstrates genuine passion for helping customers and resolving difficult issues. You should be comfortable using Microsoft Office and have a pleasant, friendly, and patient attitude.

You should have excellent communication skills in both speaking and writing, along with strong listening skills and a good work ethic. You should also be flexible enough to work on different shifts as needed.

Most importantly, you should genuinely care about helping people and want to be the person customers can rely on when they need support with products that are helping them build better lives.

If you're ready to be the voice that helps customers across Africa access and enjoy life-enhancing products, we'd love to hear from you!

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-kopa.com.

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 5 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.