Customer Care Representative – Calls
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
- Manage Mobility inbound and outbound calls in a timely manner
- Follow communication scripts when handling different customer topics
- Identify customer needs, clarify information, and provide solutions or alternatives
- Seize opportunities to upsell products when they arise
- Work on customer tickets, resolving both escalated and newly created tasks
- Keep accurate records of all conversations in the call center database
- Identify and escalate priority issues and concerns to management
- Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
- Assist in the customer home electrical audit process and management
- Follow up with third parties for repairs, accidents, and insurance resolution
- Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
- Support in thermal incidences and escalate to management
- Support issues related to driving training, logbooks, and number plates
- Receive and escalate customer documentation related to incidents and accidents
- Propose new ideas from customer feedback to help the Mobility team improve processes
This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead.
Expertise
- Previous experience in a customer support role
- Strong phone and verbal communication skills with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to track your own work daily and compare against benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with difficult content