We are looking for a Customer Care Representative – Activations to deliver exceptional onboarding support for new M-KOPA Mobility customers. This is a process-driven role where you’ll guide customers through every step of their activation journey — verifying documents, capturing data, issuing insurance certificates, and ensuring everything is correctly set up before they begin using their electric motorbike.
“This role puts you at the heart of the customer experience, where precision and people skills combine. Every activation you complete represents a new customer stepping into cleaner, more affordable transportation — and you’ll be the one making that moment happen.”
What You’ll Do
- Screen and allocate new customers to ensure they meet onboarding requirements
- Verify documents, customer details, and data accuracy as shared by the sales teams
- Guide customers through the onboarding and activation process step by step
- Ensure proper use of scripts, processes, and compliance guidelines
- Update customer records promptly and accurately on relevant platforms
- Upload customer data onto telematics platforms
- Correctly capture customer details and issue insurance certificates
- Provide clear communication and education during the activation stage
- Escalate incomplete, suspicious, or non-compliant sales
- Collaborate with other teams to resolve onboarding issues
- Track onboarding progress and ensure customers are activated within set timelines
- Share feedback and suggest process improvements
This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Leader – Activations.
Expertise
- Diploma in Customer Service or a related field
- Experience in onboarding or customer service
- Strong attention to detail and accuracy in data entry
- Good written and verbal communication skills
- Ability to follow structured scripts and processes
- Problem-solving and escalation ability
- Professionalism, reliability, and a customer-first mindset