M-KOPA, a leading financial technology company operating in Kenya and across emerging markets, continues to expand its operations in response to growing demand for accessible digital finance and asset financing solutions. Through innovative payment platforms and customer-centric service delivery models, the organization provides smartphones, solar solutions, and other essential products to millions of customers through flexible payment plans.
As part of its continued operational growth in Nairobi, M-KOPA is recruiting for multiple roles within its Customer Care, Mobility, and Field Service teams. These opportunities are suited for professionals seeking to build or advance their careers within a structured, performance-driven environment in the finance and technology sector.
The available positions are:
Customer Care Representative – Payments & Chats
Customer Care Representative – Calls
Mobility Quality Analyst
Customer Care Representative – Activations
Field Service Assistant
Each position plays a critical role in ensuring seamless customer experience, operational excellence, and quality assurance across M-KOPA’s service ecosystem. Detailed job descriptions for each role are outlined below.
Customer Care Representative – Payments & Chats
Location: Nairobi, Kenya
Job Level: Entry Level
Department: Finance / Customer Operations
Role Overview
The Customer Care Representative – Payments & Chats is responsible for handling customer inquiries related to payments and account management through digital chat platforms. The role focuses on resolving customer concerns efficiently while maintaining high service standards and adherence to internal policies.
Key Responsibilities
The position holder will manage inbound and outbound chat communications related to customer payments, arrears management, account reconciliation, and transaction queries. The role requires accurate interpretation of payment records and system data to provide clear, concise responses to customers.
The representative will:
Respond promptly to customer inquiries through chat channels, ensuring professional and courteous communication at all times.
Investigate payment discrepancies by reviewing internal systems and transaction logs.
Guide customers through payment processes, including mobile money transactions and digital repayment options.
Escalate complex payment issues to relevant internal departments for resolution.
Document all customer interactions accurately within the CRM system.
Support customers in understanding repayment schedules and contractual obligations.
Monitor recurring customer issues and provide feedback to supervisors for continuous improvement.
Maintain compliance with data protection and confidentiality policies.
Operational Expectations
The role requires meeting predefined service level agreements (SLAs) for response times and resolution rates. Performance will be measured against quality assurance standards, customer satisfaction indicators, and productivity benchmarks.
Customer Care Representative – Calls
Location: Nairobi, Kenya
Job Level: Entry Level
Department: Finance / Customer Operations
Role Overview
The Customer Care Representative – Calls is responsible for managing inbound and outbound voice communications with customers. The primary objective is to resolve inquiries, provide product information, and support payment-related discussions while ensuring a positive customer experience.
Key Responsibilities
The role involves:
Handling inbound calls from customers regarding account status, payment inquiries, product functionality, and service support.
Making outbound follow-up calls related to payment reminders, account clarifications, and service updates.
Providing accurate and consistent information regarding M-KOPA products and financing terms.
Documenting call interactions comprehensively within internal systems.
Identifying and escalating service-related complaints where necessary.
Maintaining professionalism during high-volume call periods.
Adhering strictly to communication scripts and compliance guidelines.
Supporting cross-functional collaboration by relaying customer feedback to relevant departments.
Performance and Quality Standards
The representative will be evaluated based on call handling time, first-call resolution rate, customer satisfaction metrics, and compliance with internal quality assurance protocols. The role demands clear articulation, attentive listening, and accurate documentation of each customer engagement.
Mobility Quality Analyst
Location: Nairobi, Kenya
Job Level: Associate
Department: Mobility / Quality Assurance
Role Overview
The Mobility Quality Analyst is responsible for monitoring and evaluating the quality of mobility-related products and services, including smartphones and associated financing solutions. The position supports operational integrity by analyzing service performance data, conducting quality reviews, and identifying improvement opportunities.
Key Responsibilities
The Mobility Quality Analyst will:
Conduct routine quality audits on mobility transactions, activations, and after-sales service cases.
Analyze operational data to detect patterns of defects, service failures, or compliance deviations.
Prepare structured reports outlining quality trends and corrective recommendations.
Collaborate with Customer Care and Field Service teams to address recurring service challenges.
Monitor adherence to internal processes related to device activation and mobility product lifecycle management.
Participate in root cause analysis investigations for customer complaints linked to mobility products.
Track key performance indicators (KPIs) and recommend process improvements.
Support continuous improvement initiatives within the mobility division.
Analytical Scope
The role requires a structured approach to data interpretation, performance tracking, and reporting. It contributes directly to service reliability, risk mitigation, and product integrity within the broader M-KOPA mobility portfolio.
Customer Care Representative – Activations
Location: Nairobi, Kenya
Job Level: Entry Level
Department: Customer Operations
Role Overview
The Customer Care Representative – Activations is responsible for supporting new customer onboarding and product activation processes. The role ensures that customers successfully activate their devices and understand their repayment structures and service terms.
Key Responsibilities
The representative will:
Guide customers through device activation procedures via phone or digital communication channels.
Verify customer information and ensure accurate system registration.
Provide clear explanations of payment schedules, contract terms, and usage instructions.
Troubleshoot activation-related technical challenges in coordination with technical support teams.
Maintain accurate activation records within internal systems.
Escalate unresolved activation cases promptly to appropriate departments.
Ensure compliance with internal onboarding and verification procedures.
Deliver consistent and clear communication to ensure smooth customer onboarding experiences.
Service Standards
The role requires adherence to onboarding timelines, accuracy in customer data entry, and responsiveness in resolving activation challenges. Customer satisfaction and process compliance are central performance indicators.
Field Service Assistant
Location: Nairobi, Kenya
Job Level: Entry Level
Department: Field Operations
Role Overview
The Field Service Assistant supports on-ground operational activities related to product installation, maintenance, and customer support within assigned service areas. This role bridges customer service and technical operations to ensure product functionality and customer satisfaction.
Key Responsibilities
The Field Service Assistant will:
Assist in device installations and troubleshooting within designated locations.
Conduct field visits to address technical issues reported by customers.
Collect and record service data accurately following each field engagement.
Provide basic technical guidance to customers regarding product usage.
Support inventory tracking and accountability for field tools and equipment.
Coordinate with Customer Care teams regarding service requests and case updates.
Ensure adherence to safety standards during field operations.
Maintain professional conduct during customer interactions.
Operational Scope
This role requires structured reporting, punctuality in field assignments, and effective coordination with centralized service teams. It plays a critical role in maintaining product uptime and enhancing customer trust in M-KOPA’s service model.
Work Environment and Professional Context
All positions are based in Nairobi and operate within M-KOPA’s structured operational framework. The organization emphasizes accountability, data-driven performance management, customer-centric service delivery, and compliance with regulatory standards applicable to financial services and consumer financing.
These roles provide exposure to digital finance operations, customer lifecycle management, quality assurance systems, and field service coordination within a fast-paced fintech environment.
Application Process
Interested candidates are encouraged to submit their applications through the official M-KOPA recruitment platform.
