M-KOPA, a pioneering leader in connected asset financing and technology-driven financial inclusion, is expanding its team in Kenya. With a mission to make life-enhancing products and services accessible to underserved communities, M-KOPA has grown into a dynamic company serving millions of customers across Africa. The organization combines finance, technology, and innovation to deliver transformative solutions in clean energy, smartphones, healthcare, and financial services.
If you are passionate about impact, innovation, and customer service, M-KOPA offers the opportunity to work with a high-performing team that values growth, inclusivity, and the empowerment of communities. We are currently recruiting for multiple roles in customer support and telesales quality assurance. Each position offers a chance to contribute to M-KOPA’s vision of building a better future for millions of people.
Below are the available opportunities:
1. Telesales Quality Assurance Analyst
Location: Kenya
Department: Finance, Lending and Investments
The Telesales Quality Assurance Analyst plays a crucial role in ensuring the delivery of high-quality interactions between M-KOPA and its customers. This position is designed to uphold standards of excellence in customer engagement, helping the company maintain strong customer trust while meeting business objectives.
Key Responsibilities:
- Monitor and evaluate telesales calls to assess the quality of customer interactions.
- Provide feedback to telesales representatives on areas of strength and improvement.
- Develop and maintain quality assurance standards to ensure compliance with company guidelines.
- Identify trends in customer feedback and provide insights for process improvement.
- Collaborate with training and management teams to enhance sales performance through targeted coaching.
- Ensure adherence to compliance, ethical standards, and organizational policies during all customer engagements.
- Prepare detailed reports and present findings to management to inform decision-making.
This role is vital for driving consistency and excellence in M-KOPA’s telesales operations. The right candidate will be analytical, detail-oriented, and passionate about improving customer experience.
2. Customer Care Representative – Activations
Location: Nairobi, Kenya
Department: Finance, Lending and Investments
The Customer Care Representative – Activations position focuses on helping customers successfully activate M-KOPA products and services. This role requires strong communication skills and a customer-first mindset to ensure seamless onboarding.
Key Responsibilities:
- Guide customers through the activation process for M-KOPA products and services.
- Provide step-by-step support to resolve activation-related issues efficiently.
- Ensure that customers fully understand how to use their newly activated services.
- Record and update customer information accurately in the company system.
- Escalate complex activation issues to relevant teams for quick resolution.
- Proactively follow up with customers to confirm successful activations.
- Maintain a positive and professional approach in all customer interactions.
This position ensures that customers receive the right support at the start of their journey, setting the stage for a positive and long-lasting relationship with M-KOPA.
3. Customer Care Representative – Calls
Location: Nairobi, Kenya
Department: Finance, Lending and Investments
The Customer Care Representative – Calls is responsible for handling inbound and outbound calls, addressing customer inquiries, and ensuring issues are resolved quickly and effectively. This role supports M-KOPA’s mission of delivering exceptional service with every interaction.
Key Responsibilities:
- Answer inbound calls and respond to customer inquiries with clarity and empathy.
- Make outbound calls to follow up on pending issues or provide additional information.
- Troubleshoot and resolve customer concerns related to M-KOPA products or services.
- Document call outcomes and update customer records in real-time.
- Provide accurate information regarding products, services, and account details.
- Identify customer needs and suggest relevant solutions or upgrades.
- Escalate unresolved issues to specialized support teams for prompt handling.
By maintaining high-quality customer communication, this role directly contributes to building customer loyalty and trust. It is well-suited for individuals who are patient, attentive, and committed to problem-solving.
4. Customer Care Representative – Payments and Chats
Location: Nairobi, Kenya
Department: Finance, Lending and Investments
The Customer Care Representative – Payments and Chats focuses on assisting customers with payment-related issues while providing real-time support through digital chat platforms. This hybrid role combines financial accuracy with effective written communication.
Key Responsibilities:
- Assist customers in making payments and resolving transaction-related queries.
- Provide instant support through chat platforms, ensuring professional and clear communication.
- Monitor and manage chat queues to ensure timely responses.
- Accurately process and confirm customer payment details.
- Escalate unresolved payment issues to the finance or technical team as necessary.
- Educate customers on available payment methods and best practices for account management.
- Maintain up-to-date and accurate customer records for all transactions handled.
This role is crucial in ensuring that financial processes remain smooth and transparent for M-KOPA customers, while also supporting the growing demand for digital-first customer service channels.
Why Join M-KOPA?
At M-KOPA, every team member contributes to a greater mission—empowering underserved communities through access to life-changing products and services. By joining the team, you will:
- Work in a supportive and inclusive environment that fosters growth.
- Be part of a purpose-driven organization committed to impact and innovation.
- Gain opportunities for career development and continuous learning.
- Contribute to one of Africa’s most exciting and rapidly expanding companies.
Whether in telesales, customer service, or payments support, each of these roles offers a chance to make a real difference. M-KOPA values individuals who bring dedication, creativity, and a problem-solving mindset to their work.
How to Apply
Interested candidates who are passionate about joining M-KOPA and making a positive impact should apply through the official M-KOPA careers platform.
